A new opportunity has become available for an Operations Manager with a leading company in Malta offering back office services.
Responsibilities:
Work with the Head of Operations to promote a strong customer care culture based on the Company and Client’s strategies, standards and policies, whilst focusing on empowering Operations Executives and Coordinators.
Lead, mentor, and develop a team of leaders, ensuring they are equipped to manage and support their teams effectively.
Conduct regular performance evaluations, provide constructive feedback, and create development plans for staff, ensuring career growth and increased employee engagement.
Manage the day-to-day operations of the contact centre, ensuring customer inquiries and issues are handled efficiently, and driving continuous improvement in customer satisfaction and operational effectiveness.
Carry out regular observations to ensure fairness as well as a consistent approach to Quality Audits, coaching and one-to-one sessions;
Conduct focus groups with Customer Care Agents to translate valuable feedback into innovative suggestions and recommendations for the Client/s.
Ensure that preventative measures are taken at all times in order to minimise the occurrences of errors;
Maintain high motivation levels by creating periodical incentives aimed at improving performance for Operations Staff.
Work with the Support Units namely HR, Workforce Management, Learning & Development and IT on enhancing and addressing recruitment and retention efforts, agent utilisation and productivity, effective training and quality of service delivery and IT tools available.
Identify, develop, and implement process improvements to enhance the efficiency and effectiveness of contact centre operations.
Prepare and present reports as required by the Client and Management to support operational needs.
Set and track KPIs, providing insights and recommendations for continuous improvement.
Oversee the resolution of escalated customer issues and complaints in a timely and satisfactory manner.
Requirements:
Excellent communication skills in Maltese and English is a must
Minimum 5 years experience in a managerial role.
Experience of working within a contact centre and/or customer service environment will be considered an asset.
Proven track record of managing large teams and delivering results in a high-pressure environment.
