An outsourcing provider is looking for an Operations Manager to head their call centre team in Malta. You will report to the General Manager and ensure the smooth and effective operation of the Company’s operations. The ideal candidate will
have experience managing a team, ideall within a call center type of environment. If you are looking for a great career move, then we look forward to receiving your CV for this Malta based Operations Manager role.
MAIN DUTIES AND RESPONSIBILITIES
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Manage the day-to-day operations of the Company’s operations aligning tasks to the current and future priorities as required or as communicated.
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Analyse data to identify opportunities for improvement and tackle inefficiencies and abuse and lead the teams to productivity and efficiency in the achievement of service levels.
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Lead and productively motivate the team to ensure all departmental service levels and objectives are achieved.
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Conduct regular 1:1’s with team members and formal performance appraisals, to set and review performance objectives and formulate individual training & development plans.
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Ensure all work is distributed through the correct channels on a daily basis to all staff monitoring and managing under performance as appropriate in line with Company procedures.
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Maintain an open communication channel and an optimal working relationship with all stakeholders, ensuring mutual honesty, courtesy, respect and discipline.
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Manage staff absence in line with Company policy, and through Team Leaders where appropriate, seeking advice from HR if necessary.
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Liaise with the respective Leader and HR on the recruitment requirements, conducting interviews and informal discussion where appropriate.
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Ensure all staff receive full training in order to meet criteria for their roles.
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Oversee and participate in company driven projects or changes in a timely and effective manner, including subsequent training, enforcement and data analysis.
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Adhere to the Company’s procedure and report any actual or possible procedural or legal breaches to the necessary person.
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Oversee and manage occupational risks swiftly creating a secure environment for all employees and a working culture based on safety and efficiency for both clients and employees.
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Adhere to all Company Policies and Procedures, written or customary, including Health & Safety, Disciplinary, Data Protection, Security and IT.
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Undertake any other duty or responsibility that may be allocated by the General Manager.
CANDIDATE PROFILE
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Proven management experience within a fast-paced service environment.
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Proven people skills, motivation and leading by example.
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Previous working knowledge of Call Centre procedures would be an advantage.
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Ability to increase productivity and continuously improve methods, approaches, and departmental contribution. Commitment to continuous learning.
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A good knowledge and understanding of call centre operations and principles, together with the ability to apply them.
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Good numerical skills and computer literate.
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Excellent written and verbal communication skills.
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Good planning and organisation skills in order to meet timescales.
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Ability to resolve issues of conflict in a tactful and professional manner.
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Ability to interact with all levels of seniority, both internal & external.
COMPANY BENEFITS
To apply for this position, please email your CV to
Michelle Cooper, michellec@grsrecruitment.com quoting the above job reference or call +356 2778 0664 for further information.
Due to the high volume of applications we receive at GRS Recruitment, only shortlisted candidates will be responded to.
