Operations Manager

A new opportunity has become available for an Operations Manager with a leading company in Malta offering back office services.

Responsibilities:

• Work with the Head of Operations to promote a strong customer care culture based on the Company and Client’s strategies, standards and policies, whilst focusing on empowering Operations Executives and Coordinators.
• Lead, mentor, and develop a team of leaders, ensuring they are equipped to manage and support their teams effectively.
• Conduct regular performance evaluations, provide constructive feedback, and create development plans for staff, ensuring career growth and increased employee engagement.
• Manage the day-to-day operations of the contact centre, ensuring customer inquiries and issues are handled efficiently, and driving continuous improvement in customer satisfaction and operational effectiveness.
• Carry out regular observations to ensure fairness as well as a consistent approach to Quality Audits, coaching and one-to-one sessions;
• Conduct focus groups with Customer Care Agents to translate valuable feedback into innovative suggestions and recommendations for the Client/s.
• Ensure that preventative measures are taken at all times in order to minimise the occurrences of errors;
• Maintain high motivation levels by creating periodical incentives aimed at improving performance for Operations Staff.
• Work with the Support Units namely HR, Workforce Management, Learning & Development and IT on enhancing and addressing recruitment and retention efforts, agent utilisation and productivity, effective training and quality of service delivery and IT tools available.
• Identify, develop, and implement process improvements to enhance the efficiency and effectiveness of contact centre operations.
• Prepare and present reports as required by the Client and Management to support operational needs.
• Set and track KPIs, providing insights and recommendations for continuous improvement.
• Oversee the resolution of escalated customer issues and complaints in a timely and satisfactory manner.

Requirements:

• Excellent communication skills in Maltese and English is a must
• Minimum 5 years experience in a managerial role.
• Experience of working within a contact centre and/or customer service environment will be considered an asset.
• Proven track record of managing large teams and delivering results in a high-pressure environment. 

• Health Insurance
• Mobile Allowance