Call Center Operations Manager

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Summary of Primary Job Responsibilities:

• Review current operating methods and assist in the planning and implementation of new projects and procedures.
• Coordinate and monitor the daily workflow to ensure all operational functions are performed on an efficient, timely basis and that they meet quality and performance standards.
• Guaranteeing fair, consistent, equitable treatment in a safe environment, operating efficiently and balancing costs and quality performance.
• To manage unit personnel by allocating work through supervisors and providing input in decision making regarding employment, performance appraisals, training, development and salary recommendations.
• Creates and maintains a healthy and productive environment for all associates,
• Develops, manages and motivates a strong, effective supervisor team.

Experience Target: 

• Sales and customer service on the aviation/ airlines market experience (must). 
• Management assistance experience preferred. 
• 2 years of experience in supervisory positions required. 
• 1 year of experience in process/politics implementation and follow up.

Education:

• Minimum BA/BS, master degree preferred.

Skills Required: 

• Excellent listening and written/oral communication skills (Advanced English preferred).
• Project Management Experience/Training
• Budgeting and P & L responsibility
• Prioritize assignments, follow-up ensure task completion and manage multiple projects.
• Ability to make quick, accurate, and appropriate decisions.