Operation manager

The positioning of the position in the organization Under the authority of the General Director Mission and Responsibilities Responsible for operational management and the achievement of predefined results from a qualitative and quantitative point of view. Set daily, weekly and monthly goals Develop goals for daily call center activities Carry out effective resource planning to maximize resource productivity (human, technological, etc.) Collect and analyze call center statistics (sales rates, costs, customer service indicators, etc.)

Lead a team

- Communicate

- Lead a project

- Build a dashboard

- Work by objectives

- Analyze performance

- Organize teamwork

Evaluate performance with key indicators Use KPIs to monitor the performance of your teams. In the event of a poor result, the customer relations manager must take the necessary measures to remedy this problem.

Prepare reports for other departments or senior management Job classification.

- Quality procedures

- Business management technique.