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Company: iQOR Trinidad

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Job Ref.:

Job Title: Operations Manager



Town / City: Arima/ Barartaria/ Trincity

Job Type: Permanent full-time

Job description:

Operations Manager

The ideal candidate should have 5 years Senior Management experience in a large call center environment.

 Job Overview:

We are looking for Operations Managers for our Consumer Retail programs in our Trinidad Centers of Excellence.


  • Manage daily performance of multiple supervisors in a fast paced, inbound call center
  • Coach, mentor and develop supervisors so they are able to deliver high levels of goal attainment and quality of service
  • Establish clear roles, directions, responsibilities, and performance requirements for call center supervisors
  • Lead by example to both directly and indirectly motivate and generate enthusiasm among call center employees
  • Consistently build and maintain positive team morale
  • Conduct and write employee performance evaluations
  • Research and analyze root cause of problems, identify trends and recurring problems, and suggest resolutions
  • Observe formal coaching sessions and provide feedback to optimize effectiveness of coaching
  • Identify training and quality opportunities and work with cross-functional teams to drive performance improvement
  • Participate in and / or contribute to business presentations as needed
  • Attend client meetings and calibrations
  • Prepare reports for clients and internal site leadership
  • Any additional requirements as requested by management.


  • BPO/Call Center experience : 5 years experience preferred
  • Experience supporting Retail programs preferred
  • 2+ years of experience in managing SUPERVISORS is required, in a call center environment
  • Ability to travel internationally
  • Express self through professional appearance and presentation
  • Demonstrate confident and commanding presentation skills
  • Communicate, train, and teach using positive, respectful, and clear written and verbal communication means
  • Be capable of interacting with a wide variety of internal/external individuals at all levels
  • Exhibit a solid understanding of performance management and employee development strategies
  • Ability to manage multiple priorities and projects in a team environment
  • Proficiency in Microsoft Office, particularly Word, PowerPoint, and Excel
  • Flexibility to work long and irregular hours
  • Strong analytical and problem solving skills
  • Tertiary level Education in a relevant field is preferred


  • The ideal candidate must be able to travel between the two locations Barataria and Wallerfield.

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