Operations Manager

The position is responsible for managing day to day operations and execution of programs. Supervises multiple Sr. / Team Leads (4 8 direct reports). Responsible for operations performance, client satisfaction and program metrics. Based on program size, may oversee a single LOB or multiple programs.

Essential Duties & Responsibilities :

• Analysis - Manages call center operations by means of reviewing and analyzing reports, records, and data to ensure that all quality, efficiency, and productivity standards/targets are met. Description of the metrics may change as per client directives and are available on Operations Performance Expectations.

• Reporting - Analysis of reports rooting from several sources (whether client-based or internally generated reports) is essential in the day-to-day functions of a CRM. A CRM is expected to be highly keen on the details provided & hold Operations and/or other departments accountable to take actions on areas needing improvement. A CRM is expected to deliver such reports to external clients and/or internal business leader

• Reporting - Analysis of reports rooting from several sources (whether client-based or internally generated reports) is essential in the day-to-day functions of a CRM. A CRM is expected to be highly keen on the details provided & hold Operations and/or other departments accountable to take actions on areas needing improvement. A CRM is expected to deliver such reports to external clients and/or internal business leaders.

• Goal-Setting - Sets operational goals and business objectives. When needed, translate these goals into actionable items from Group/Shift Managers down to the Team Manager (line supervisor) level. This includes setting or recommending topics for pre- and/or post-shift meetings / huddles with respective groups discussing goals, trends, action plans, among other announcements; including checks & balances (i.e. check for understanding).

• Strategies - Assists the Operations Director in developing long term sales and quality strategies including ongoing needs, assessment, and feedback from Operations and Quality Monitoring processes.

• Processes - Monitors calls and provides feedback to Operations Manager/Director; Group Managers and Team Managers using programs approved processes (i.e. Tri-Level Coaching process, etc.) and forms (i.e. Call Observation / Looping Form)

Qualifications-

• Candidate should have 10+ years of revevant experience into BPO
• Candidate should have 3+ years of experience into a managerial role
• Strong coaching skills
• Strong peoples skills
• Strong leadership background