BrainCX is the next generation of Multilingual Contact Center Outsourcing and Digital Solutions. We provide reliable global resources, premium customer experience, and affordable digital transformation strategies. Our solutions are designed specifically with businesses' needs in mind and tailored towards enabling customers through their communication channel(s) of choice!

As an Operations Manager at BrainCX, you will play a pivotal role in ensuring the success of our contact center operations. You will be responsible for supervising system performance, managing call center equipment, and strategizing to enhance the overall efficiency of our operations.

The Position

Roles and Responsibilities: 

• Maintain and enhance call center operations by supervising system performance(s), identifying and providing solution(s) to problems
• Prepare call center performance reports - Client Management / Business Reports
• Determine call center operational strategies by conducting exercises like performance reviews, capacity planning, and needs assessment.
• Coach call center staff in handling challenging customer service issues.
• Analyze call center data and prepare reports for upper management.
• Conduct annual or as-needed evaluations of staff effectiveness and performance.
• Lead team meetings and deliver presentations to executives.
• Cultivate and maintain strong client relationships in North America through effective communication and ensure overall satisfaction with our contact center services.
• Develop and execute monthly, quarterly, and annual call center goals and action plans.
• ⁠Manage call center equipment by ensuring repairs and replacements as at when due - Only when the site is built.

Skills and Requirements:

• At least 5 years of experience in the contact center and/or customer service industry handling International Accounts, with at least 3 years in operations and people management roles.
• Excellent organizational and analytical abilities
• Ability to multitask and stay organized
• Proficient with basic computer software and phone systems
• Excellent interpersonal, problem-solving, and leadership skills
• Ability to stay calm in stressful situations and meet strict quotas
• Ability to work as part of a team
• In-depth knowledge of the company’s products, services, and customer service policies
• Proficient in project management with a track record of successfully developing and executing strategic plans to ensure optimal operational efficiency and client satisfaction.
• Proven ability to build and nurture client relationships, demonstrating effective communication and problem-solving skills.
• Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
• Strong leadership qualities, including the ability to motivate, guide, and develop a team towards achieving service excellence.