AddressRole offering:
- As a Senior Operations Manager, you will oversee and direct the activities of a number of campaigns along with all Operations Managers, Team Leaders and Staff assigned to his/her campaigns.
- Responsible for a wide spectrum of responsibilities and must be able to multitask with ease and proficiency
- Responsible for the regular and often daily interactions with all the company departments/ campaign team leaders and the whole management team
- Maintain an open line of communication between staff and senior management. Manage and staff the operations assigned
- Responsible for all aspects of operations which include but not limited to monitoring operations staffing, provide temporary coverage and training; provision of excellent clientele service, problem resolution and the like
- Develop individual & team goals and implement a plan to carry out objectives
You will guide Operations Managers in a meeting of all team & individual goals. Along with this, you must ensure compliance with all established policies and procedures. Also assist in the Operations Director in crafting operations procedures.
Requirements:
- 10+ years of experience in International BPO & preferably someone who has experience in being a Senior Manager specializing in BPO Operations and Management or equivalent
- Must have handled at least 300 FTEs/Agents/Associates
- Operational knowledge in areas such as people management, delivery, SLA, quality, revenue, billing, attrition, shrinkage, and experience in different LOBs (Banking, Fintech, Customer Service, Content moderation)
- Should have strong computer skills, especially in using MS Office applications and Google applications
- Should have good track record of meeting and delivering targets
- Comfortable with 24x7 shifts
- Excellent verbal and written communication and customer service skills
- Good in multitasking and work in a fast-paced high-stress environment
- Experienced in analyzing situations and data
- Ability to build productive business relationships with clients
- Strong organizational, analytical and managerial skills
