Buyer Operations Manager (Contact Center Operations)
Daraz
Colombo

Buyer Operations Manager (Contact Center Operations) vacancies at Daraz
 
Applications are invited for all candidates to fill the Buyer Operations Manager (Contact Center Operations) Job Opening at Daraz
Closing Date : 12/02/2021
 
Job Description

• Manage the buyer contact center with multiple channels and achieve quantitative and qualitative objectives.
• Ensure team members are achieving desired service levels and quality and taking corrective action as needed.
• Provide coaching and assistance to contact center team members on an ongoing basis.
• Identify relevant training needs of the Team members & ensure effective implementation.
• Oversee and ensure conflict resolution between team members, support divisions and customers.
• Ensure that all employees follow the company's best practices for contact center management and operations.
• Analysis of reports including process dashboards & initiate appropriate action plans.
• Ensure effective planning of Volumes, Resources (Capacity planning and staffing).
• Maintains customer-oriented approach and focus on key deliverable areas.

Requirements

• A Diploma or a Degree in business or equivalent qualification with 3+ year experience at a contact center in a supervisory position OR 5+ year experience at a contact center in a supervisory position.
• Advanced conflict resolution skills and people management skills.
• Excellent communication and presentation skills in English & Sinhala. Fluency in Tamil would be an asset.
• Excellent proficiency in Microsoft Office Packages (Especially Advanced MS Excel) and Google Applications.
• Ability to function independently closely coordinating with support teams and other departments in a fast-paced work environment.
• The ability to handle multiple tasks, to prioritize those tasks and meet deadlines.

 
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