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
