As Operations Manager you will lead and be responsible for a team of Team Managers to implement, manage and monitor strategies to meet call centre performance indicators and deliver new business initiatives. The Operations Manager is also responsible for the operations of the Call Centre, including the management of work and roster systems to ensure service targets are met.
Accountabilities Include
* Manage and ensure the development and management of systems to monitor and report the outcome of Key Performance Indicator's (KPI's) for the Housing Call Centre.
* Manage, monitor and ensure the analysis of data to provide accurate feedback to call centre managers and customer services officers, to improve service outcomes for clients of the Housing Call Centre.
* Be responsible for the compilation of the monthly Call Centre performance report.
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