An Operations Manager is someone who oversees the daily operations of an organization and ensures that everything runs smoothly and efficiently. An operations manager has the following main responsibilities:
Responsibilities:
- Making sure that high standard of service is delivered to customers through the effective and efficient use of staff and other resources.
- Putting in place effective customer service that promotes customer satisfaction.
- Ensure customer service agents have the required skills and ability to respond to calls for support, inquiries from customers, and other customer-related problems when complaints are lodged.
- Management, and supervision of agents.
- Responsible for the provision of reports concerning the performance of the various sections of the accounts.
- Responsible for allocating work-time to agents according to the workload.
- Oversee the recruitment of required and qualified personnel to fill job openings.
Skills and Qualifications
- A/BS degree or equivalent practical experience in account management
- At least 1-2 years of Operations Manager experience, required
- 1-2 years experience in Healthcare, Technical and Customer Service accounts
- Account Management experience
- Strong analytical, problem solving, and general troubleshooting skills
- Ability to communicate technical issues in non-technical terms
- Strong leadership skills for driving excellence
- Analytical & numerical skills
- Decision-making & problem solving with good insight into numbers
- Experience in initiating and driving automation projects
- Excellent communicator
