Barbados removes all COVID-19 protocols

Director of Operations — Royal Scenic


We are hiring for the position of Operations Director to join our team and lead our call-center.

Main Responsibilities:

  • Devise ways to optimize procedures that employees are expected to follow during and between calls;
  • Prepare monthly and annual progress and status reports, and employee performance evaluations;
  • Actively manage incoming calls, call routing, agent availability, etc. to ensure low wait times and proper handling of calls;
  • When needed involve in taking calls and help ticketing with order preparation and ticketing
  • Increase productivity of managers and representatives alike (coach, hold accountable and recognize/reward on KPIs);
  • Help create and maintain a positive department culture through the participation in, and creation of Company culture initiatives;
  • Reviews trends for phone volume, staffing levels, and customer satisfaction to determine where process improvements may be made;
  • Continuously monitor call center dashboard and assign calls and agents as needed, maintain flow;
  • Review quality performance measurements and provide input to for coaching performance/action plans as applicable;
  • Ensures that all complaints are resolved in a timely manner.
  • Provide training to new hired and help the existing staff gain efficiencies where needed.

The ideal candidate will have the following skills and experience:

  • Demonstrated ability to work in a fast-paced environment;
  • Experience in call centre operations environment;
  • Exceptional customer service and people management skills;
  • Ability to communicate clearly and professionally, both verbally and in writing;
  • Strong listening skills, attention to detail, and decision-making skills;
  • Minimum 7 years in a contact center environment;
  • Ability to prioritize and manage multiple responsibilities;
  • Experience managing leaders/supervisors;
  • Previous experience in the travel field highly preferred
  • Knowledge of call center performance evaluation procedure;
  • Pleasant, friendly attitude, with an ability to adapt to change;
  • Superior problem-solving abilities;
  • Leadership qualities that will motivate, develop and support the department.

Please submit your resume by e-mail to hr@royalscenic.com



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