Operations Manager - International bpo

Role & responsibilities

➢ Developing new and expanding existing Customer relationships by maximising customers business by suggesting appropriate acquisition channels leveraging social media and other forms of marketing to maximise clients customers reach.

➢ Informs customers of new products or product enhancements to expand the relationship further.

 ➢  Excellent people / Team Management skills.

➢ Develop key metrics and reporting aids that accurately enable decision making and improvement.

➢ Be a key point of contact for whatever team you are managing you are allocated and interact effectively with Senior Management in the pursuit of business goals.

➢ Master the intricate details associated with each campaign such that a full accurate understanding of the task at hand is developed.

➢ Build bridges with Agents and Team Leads garnering trust and loyalty, and inspiring them to higher levels of performance and career development.

➢ Be instrumental in delivering improvements to team and process

➢ Conduct staff performance reviews, assess needs, cost-benefit analysis and other operational strategy assessments.

➢ Establish a high standard for productivity, quality, customer service as well as define user guidelines.

➢ Develop company systems for customer interaction and voice response and control the implementation process.

➢ Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.

➢ Aid human resources department in the recruitment process by interviewing potential hires and outlining clear job expectations.

➢ Summarize, collect and analyze trends and data for regular performance reports.

➢ Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.

Requirements

Years of Experience: 8 - 12 years

The candidate should have the below skill sets,

➢ Proven work experience as a Manager

➢ A skilled communicator, with a target oriented mind set.

➢ Adept at nurturing positive relationships that cooperate in delivering objectives.

➢ Project Management and Six Sigma Certificates are a bonus.

➢ Able to deliver and thrive in high stress environments.

➢ History of turning around failing campaigns and improving processes.

➢ Not a Yes Man but rather able to deliver real facts with clarity and find mutual ground to work on.

➢ Ideally Software company history, Software services, and Customers Services as well as Sales Process experience.