Operations

• Implement the customer relationship policy and commercial strategy in line with qualitative and quantitative objectives
• Ensure service quality and customer satisfaction
• Coordinate human resources and equipment
• Take responsibility for the center’s operational risks
• Define and monitor the individual and collective objectives of supervisors
• Organize and supervise the work of management, production, and support teams
• Communicate decisions made by management and internal or external clients
• Ensure that client-specific processes are implemented
• Manage resource allocation and tool configuration
• Participate in recruitment, onboard, and evaluate employees
• Support skills development and oversee the teams’ administrative management
• Plan resources according to client requirements and daily call volumes
• Apply labor regulations and maintain a positive workplace climate within the center
• Define and monitor performance and productivity indicators
• Analyze the center’s operational results
• Lead continuous improvement initiatives and identify opportunities to optimize profitability
• Define the objectives of customer satisfaction surveys
• Support teams in mastering operational processes
• Monitor operational risks, equipment, and customer-related issues

Explore Operations Client Unit Manager at Konecta. Review requirements and application details.