Announced
29/08/20243 month(s) ago
Job Status
Employee
Job Type
Full Time
Expiration Date
29/11/2024 30 days left
Job Category
Job Location
Central Malta
Salary
EUR 35,000 - EUR 40,000 Annually (EUR)
Reference Number
AJ063
Job Title
Operations ManagerJob Presentation
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.
- Health Insurance
- Mobile Allowance
JOB BY
Konnekt
Capital Business Centre, Entrance C, Level 2, Triq taz-Zwejt, San Gwann
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