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.