Position Overview:
We are looking for an Operations Manager (International Campaigns) to help in day-to-day operations activities. As an Operations Manager for a Business Process Outsourcing (BPO) setup, you will play a pivotal role in overseeing and optimizing the daily operations of the BPO center. You will be responsible for ensuring efficient service delivery ensuring the delivery of high-quality services to our global clients, maintaining high-quality standards, and fostering a positive working environment for the team. Your strategic thinking, leadership skills, and operational expertise will contribute to the success of the BPO setup.
Required Skills:
7 years’ experience in operations management within a BPO in an International Campaign or similar environment.
Strong understanding of BPO industry dynamics, processes, and best practices.
Demonstrated ability to build and maintain client relationships.
Excellent leadership, communication, and interpersonal skills.
Analytical mindset with the ability to use data-driven insights to make informed decisions.
Proficiency in using BPO operational software and tools.
Strong organizational skills with the ability to manage multiple priorities effectively.
Strategic thinking and project management abilities.
Problem-solving orientation with a proactive approach to handling challenges.
Knowledge international relevant compliance requirements and regulatory standards.
Bachelor is degree in Business Administration, Strategic Management, Operations Management or a related field. Master’s degree is an added advantage.
Role and Responsibilities:
Operational Leadership:
Lead and manage a team of supervisors, team leads, and front-line agents.
Develop and implement strategies to optimize operational efficiency and achieve performance targets.
Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and take corrective actions as necessary.
Client Engagement:
Collaborate with clients to understand their business requirements, expectations, and objectives.
Build strong client relationships by providing regular updates, addressing concerns, and ensuring high levels of customer satisfaction.
Anticipate client needs and propose solutions that align with their goals.
Process Improvement:
Identify process bottlenecks, inefficiencies, and areas for enhancement in service delivery.
Implement continuous improvement initiatives to streamline processes and enhance productivity.
Work closely with cross-functional teams to implement best practices and ensure alignment with industry standards.
Resource Management:
Allocate resources effectively to meet service level agreements (SLAs) and client expectations.
Plan and manage workforce capacity, ensuring optimal staffing levels to meet demand fluctuations.
Performance Management:
Set performance goals for teams and individuals, and provide coaching and feedback for their professional growth.
Conduct regular performance reviews, recognize achievements, and address performance issues promptly.
Risk Management and Compliance:
Monitor compliance with industry regulations, data security standards, and company policies.
Implement risk mitigation strategies and ensure that the BPO center operates within legal and regulatory boundaries.
Send Cv’s to:careers@technobraingroup.com and quote the name of the role.
Apply via :
technobraingroup.com
