OPS Non Technical Frontline Manager
You oversee daily workflow, resource allocation, and team production to meet service level agreements. You manage employee performance, coach direct reports, resolve escalations, analyze productivity metrics, and implement process improvements while supporting customer issue resolution.
Responsibilities
- Manage daily floor operations, shift scheduling, adherence monitoring, and coverage
- Monitor team performance and document productivity
- Complete management reports
- Conduct one-on-one and coaching meetings
- Apply disciplinary procedures when required
- Analyze production metrics
- Identify process improvement and development opportunities
- Resolve complex tasks, requests, escalations, and issues
- Coordinate email and backlog coverage and audit work cases
- Resolve dissatisfied customer issues
- Implement and enforce company policies and procedures
- Partner with business units and shared services to identify process improvements
Requirements
- Bachelor's degree or ongoing studies in Business Administration or a related field
- C1 English proficiency
- 3+ years of leadership experience in a blended inbound/outbound call center
- Experience managing teams of 10 or more professionals
- Track record of improving AHT, FCR, and CSAT metrics
- Proficiency with call center software and CRM systems
- Leadership, coaching, development, analytical thinking, and data-driven decision-making skills
- Customer service management or call center operations certification
- Workforce management experience
- Call center training and development experience
Benefits
- Healthcare packages
- On-site doctor
- 24/7 paramedic service
- Life insurance
- Gym facilities
- Free transportation
- Free parking
- Subsidized cafeteria
- Solidarity association