Site Lead Operations Director
Site Lead Operations Director
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Salary Not Disclosed
1 Vacancy
Job Description
The Operations Director / Site Lead needs to meet and exceed business objectives ensuring consistent achievement of all financial and operational KPIs. Required to manage (in partnership with the wider account team) multiple sites to deliver an outstanding Customer Experience.
Manage inspire and motivate a number of Operations Managers / Assistant Managers to ensure operational excellence high employee engagement and service improvement is achieved.
Job Responsibilities
- Ensure team meets and exceed Stipulated Timelines and Service level Agreements.
- Actively manage staff on a regular basis to ensure all issues are dealt with effectively and efficiently
- Train coach and motivate team members Conduct monthly meetings with the staff
- Responsible for Staff Retention recruitment and performance appraisal
- Maintain control of qualitative and quantitative productivity of team individuals.
- Resolve escalated queries.
- Ensure team is aware of all updates and changes in policies/ procedures and processes.
- Interact with client coordinators for process related issues. Conduct Conference calls with the overseas client. Be in regular email contact and ensure all problems are ironed out on a timely basis.
- Manager / Assistant ManagerOperations Special Projects drive specialized initiatives.
- Lead and coach the Operations Manager / Assistant Manager Operations on process knowledge and Team Management
- Develop & maintain the performance dashboards for key process performance indicators
- Driving the quality culture through employee engagement activities
- Initiative independent and customer focused
- Drive efficiency/productivity metrics
- Post document and track approvals
- Build rapport with internal and external clients
- Focused towards compliance with clients policies and procedures
- Excellent in managing workflows and forecasting and mitigating risks
Minimum Requirements
- Bachelors degree graduate of any course
- Must have 1314 years overall work experience in BPO Industry
- At least 5 years experience in a senior manager level managing operations teams in a fast paced technology environment including at least three years experience managing multiple levels of roles including but not limited to people managers.
- Experience in management operations and leadership.
- Understanding of general finance and budgeting including profit and loss
- Ability to build consensus and relationships among managers partners and employees.
- Excellent communication skills.
- Solid understanding of financial management.
- Excellent people and team management skills
- Excellent analytical and problemsolving skills
- Excellent oral and written communication skills
- Excellent in operational excellence
- Focused towards compliance with clients policies and procedures
- Excellent in managing workflows and forecasting and mitigating risks
- Lead and coach the Manager / Assistant Managers Operations on process knowledge and team management
- Excellent in handling customer escalations
- Experience in International BPO
- Flexible to work in any shift
- Amenable to work onsite in Iloilo
Employment Type
Full Time
