Job Title: Operations Manager
Work Location: Mauritius
Experience: 3 – 5 years

Role and Responsibilities:

• 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 recruitment process by interviewing potential hires and outlining clear job expectations.
• Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance and scheduling expenses.
• Summarize, collect and analyze call center trends and data for regular performance reports.
• Oversee system maintenance and upgrade implementation. Call for repairs and trouble shooting as needed.
• Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects

Required Skills:

• Two or more years of proven success in an operations management role
• Strong skills in budget development and oversight
• Excellent ability to delegate responsibilities while maintaining organizational control of branch operations and customer service
• Proficiency in conflict management and business negotiation processes
• Knowledge of business productivity software and an aptitude for learning new applications