Majorel supports clients all over the world to successfully
shape their customer relationships. More than 48,000 employees in 28 countries
design and implement customized solutions for this purpose. We create amazing
customer experiences that people value and we are proud of. By combining
talent, data, and technology, we deliver real impact for our partners. Today’s
rapidly changing world is sometimes challenging for service delivery; But with
our spirit of true entrepreneurship, adaptability and our drive to go further,
we view it as an opportunity to innovate by getting the best from people and
technology. We constantly strive for the best. We know that doing so is
pursuing a moving target. It takes full commitment to go the extra mile. Mutual
respect and trust is the hallmark of every successful business, and it’s the
same at Majorel. We know that challenges are met and ambitions achieved through
teamwork: not only amongst our colleagues, but in partnership with our clients
The Operations Manager oversees the daily performance of
call center supervisors and their respective teams. This includes the analysis
and review of the day-to-day operations, budget management, team development,
and client satisfaction
and develop supervisors through interactions and motivation
culture of team spirit and hospitality
visible and accessible to team via floor presence
supervisor duties as required
Take care of
administrative supervisor related functions
risk management (alert, communicate and mitigate any potential risk)
deliver operational results in accordance with service delivery scorecard
selection process for team members
end-to-end employee lifecycle for those assigned
improvement by recognizing, communicating and acting on opportunities
reinforce an Majorel-values-based culture
and efficiently manage resources to optimize operational results
based on full awareness on direct operational cost and revenue
collaborate with other functional areas
stakeholder communication and/or management
daily key performance indicators and develop improvement needs.
with leadership to interface with client and handle account management
staff schedules in partnership with Workforce Management to ensure
call-handling effectiveness to achieve client and company productivity
evaluate Automatic Call Distributor and other reports for labor
efficiency, service level commitments, and cost per call objectives.
performance appraisals for direct reports.
performance objectives for supervisors and direct reports.
open forums and team meetings to communicate productivity and performance
goals and to motivate employees.
and consults with HR and Training on matters of recruiting, hiring and
training, performance and employee relations issues.
sound judgment and fairness when administering policies and procedures.
with Quality Assurance and clients to meet quality standards.
established production hours and revenue goals and minimize lost revenue
opportunities by managing absenteeism, attrition, and production
with forecasting/scheduling and related software packages.
ability to manage people, processes, and technology.
thinker and tactical implementer.
in developing a team in a contact center site, while meeting all
operational and financial objectives.
possess senior management leadership abilities and skill, such as the
ability to build teams and manage operational, organizational and
financial elements. Demonstrated experience coaching and developing
to influence and motivate others.
written and verbal communication skills.
leadership and developmental skills
success managing new initiatives while meeting operating and budgetary
have strong technical, project management, implementation and process
business acumen, including reporting and analysis, presentation skills,
and organizational abilities.
years call center experience
3-5 years managing operations in a call center environment
degree in Business, Finance, Management or a related field or equivalent
in a leadership role in a large contact center setting with extensive
client and senior management interface
Demands & Work Environment:
While performing the duties of this job the employee requires
mobility, the ability to distinguish letters, numbers and symbols as well as
hand/eye coordination. The employee regularly sits for long periods of time.
The employee is occasionally required to stand, walk, and reach with hands and
arms. The employee regularly uses office equipment such as multi-line telephone
systems, fax machine, copy machine, calculator. Employee will regularly use a
computer for extended periods of time. The employee must occasionally lift
and/or move up to 10 pounds.
The physical demands described here are representative of
those that must be met by an employee to successfully perform the essential
functions of this job. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential functions.
All of the above job duties may be changed/modified/deleted
at any time by the Company; any other job duties may be assigned as needed.