John Mundia

Highly skilled and motivated Operations Manager with extensive experience in contact center operations seeking a challenging role to contribute to the growth and success of an organization. Committed to delivering exceptional customer service and driving operational efficiency through effective team management, process optimization, and strategic planning.

Summary of Qualifications:

- [Number] years of progressive experience in contact center operations management, including [specific areas of expertise].
- Strong knowledge of contact center industry best practices, technologies, and customer service principles.
- Proven track record of achieving and exceeding operational targets, such as service level agreements (SLAs), key performance indicators (KPIs), and customer satisfaction metrics.
- Proficient in developing and implementing strategies to enhance operational efficiency, streamline processes, and improve overall performance.
- Excellent leadership skills with the ability to build, motivate, and mentor high-performing teams.
- Exceptional problem-solving and decision-making abilities, with a focus on finding innovative solutions to complex challenges.
- Outstanding communication and interpersonal skills, fostering positive relationships with stakeholders at all levels of the organization.
- Strong analytical skills, adept at data analysis and using insights to drive informed business decisions.
- Proficient in utilizing contact center software, customer relationship management (CRM) systems, and workforce management tools.

Professional Experience:

Operations Manager | [Company Name] | [City, State] | [Dates]

- Oversee daily operations of a high-volume contact center, managing a team of [number] agents and supervisors.
- Develop and implement strategies to optimize operational efficiency, enhance service quality, and achieve performance targets.
- Analyze key performance metrics and operational data to identify trends, areas for improvement, and implement corrective actions.
- Monitor and maintain service level agreements (SLAs), ensuring compliance and delivering exceptional customer service.
- Collaborate with cross-functional teams, including Training, Quality Assurance, and IT, to drive process improvements and implement new initiatives.
- Conduct regular performance evaluations, provide coaching and feedback to team members, and identify training needs.
- Lead recruitment and onboarding processes to ensure the selection and development of top talent.
- Implement and maintain workforce management processes and tools to optimize staffing levels and resource allocation.
- Foster a positive team culture, promoting employee engagement, motivation, and continuous improvement.
- Manage budgetary responsibilities, including forecasting, cost control, and resource allocatio
 

Data entry

Training

Field officer

IT operations

System and support 

I have Diploma in ICT