Contact Center Operations Manager

Position: Contact Center Operations Manager

Location: Knoxville, Tennessee,

Mode: Work from office

Job Responsibility:

IGT Solutions is looking for a Operations Manager from Contact Center background to lead Digital Contact Centre Operations with experience of managing site level operations end to end. The position is responsible for the overall leadership of the Customer Operations providing strategic and tactical operational direction to the team in order to achieve desired business goals and to ensure customer delight through close interaction with the leadership.

• 8+ years of experience in Customer Operations, Contact Center Operations, BPO Operations
• Should have deep knowledge and understanding of the BPO/Contact Centre operations, Competition & Market trends in BPO industry
• Must have managed 100-200+ FTE across Voice, Chat, Back-office and other Omni channel BPO customer operations
• Experience in P&L management preferred with understanding of budgeting, financial planning, project and site level financials at Gross, Operations and EBITDA margins
• Lean Six Sigma Green Belt / black belt trained / certified (preferred)
• Accountable and responsible for Present reviews to the Client on monthly basis. Generate additional process insights, capture end customer voice and share with client
• Drive Entire Operations through Leading and assigning team responsible for delivery.
• Education – Bachelor’s Degree from a recognized university with MBA/Masters Degree (preferred)
• Should be willing to work in a 24x7 environment
• Proven ability to build, manage and foster a team-oriented environment.
• Have an ability to understand Staffing adherence and Schedule Adherence
• Proven ability to work creatively and analytically in a problem-solving environment.
• Excellent communication (written and verbal) and interpersonal skills.

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.