Responsibilities of the Candidate:

Continuously monitor the traffic & highlight discrepancies and take actions on spot if needed to ensure that service levels are met
Provide constructive feedback – Coach, mentor, motivate and evaluate the performance of the team on a regular basis.
Identify performance gaps, formulate action plans to address identified gaps, implement and monitor action plans to ensure success.
Ensure the proper and effective implementation of new and existing customer service structures & procedures
Understand & analyze traffic reports, proactively make suggestions for improvement
Monitor team attendance, document infractions and implement corrective action
Assist with planning/organizing the proper coverage & align staffing
Supervise the quality assurance process and related training of staff members to ensure quality customer service.
Participate in recruitment activities (screening, interviewing)
Act as a backup of Operations Manager if needed

Requirements:

At least 2 years of people management experience in a contact center environment.
Must have experience managing a team of at least 15 in an inbound contact center environment.
Excellent English communication skills (verbal & written).
Must have a strong track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes to proactively improve center efficiency and staff performance.
Excellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other departments
Must be able to handle multiple projects and effectively manage different timelines
Proven experience and knowledge in effective hiring, training, coaching and people management practices
Experience in managing remote teams is an advantage
Proficiency in Microsoft products including Word, Excel and PowerPoint