Operations Manager

Job Description

With the use of latest technology, dedicated customer service and international advertising campaigns, our restaurant and takeaway partners couldn't be in better hands. We are in hyper-growth mode right now and working very hard to support restaurant partners who need orders without giving away all their profits.

Responsibilities:

• Developing new and expanding existing Customer relationships by maximising customers business by suggesting appropriate acquisition channels leveraging social media and other forms of marketing to maximise clients customer's reach.
• Informs customers of new products or product enhancements to expand the relationship further.
• Excellent people / Team Management skills.
• Develop key metrics and reporting aids that accurately enable decision making and improvement.
• Be a key point of contact for whatever team you are managing you are allocated and interact effectively with Senior Management in the pursuit of business goals.
• Master the intricate details associated with each campaign such that a full accurate understanding of the task at hand is developed.
• Build bridges with Agents and Team Leads garnering trust and loyalty, and inspiring them to higher levels of performance and career development.
• Be instrumental in delivering improvements to team and process
• Conduct staff performance reviews, assess needs, cost-benefit analysis and other operational strategy assessments.
• Establish a high standard for productivity, quality, customer service as well as define user guidelines.
• Develop company systems for customer interaction and voice response and control the implementation process.
• Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.
• Aid human resources department in the recruitment process by interviewing potential hires and outlining clear job expectations.
• Summarize, collect and analyze trends and data for regular performance reports.
• Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.

Requirements:

• Proven work experience as a Manager
• Minimum of 6 years experience entailing BPO and Product based environment functions.
• A skilled communicator, with a target oriented mind set.
• Adept at nurturing positive relationships that cooperate in delivering objectives.
• Project Management and Six Sigma Certificates are a bonus.
• Able to deliver and thrive in high stress environments.
• History of turning around failing campaigns and improving processes.
• Not a Yes Man but rather able to deliver real facts with clarity and find mutual ground to work on.
• Ideally Software company history, Software services, and Customers Services as well as Sales Process experience.