Operations Manager Needed in Montego Bay, Jamaica

A.C.T. in Montego Bay is seeking to fill the position of Operations Manager. The candidate is expected to possess a minimum of six years of management experience in a call center environment and Bachelor’s Degree in Business Administration, and have the ability to undertake the following job description:

  • Lead and direct a team of supervisors
  • Manage the overall direction, development, and performance of the department.
  • Maximize team performance through training, motivation, and incentive programs.
  • Set team performance standards and goals to meet revenue and call volume quotas.
  • Manage staffing levels and scheduling to optimize performance, including planning, assigning, and directing work.
  • Monitor program effectiveness and report on productivity to project leaders and clients.
  • Address customer and client complaints and resolve problems. Interview, select and train new associates.
  • Complete team member performance appraisals.
  • Lead the reward and recognition programs for the team
  • Develop and formally counsel employee performance and conduct
  • Practical application of analytics.

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