Operations Manager (BPO setup)
Operations Manager (BPO setup)
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
- Responsible for the service delivery of the assigned service/s
- Responsible for turnover (TNS) operative margin (OM1) and their continuous improvement of the respective cost center (for global services the GOM is responsible)
- Employee management and development of assigned associates
- Ensure a high quality and efficient management as well as risk management of the respective service
- Control steer and optimize quantitative and qualitative KPIs of the respective sub-unit
- Support of (new) service implementation implementation of change requests service tracking (KPIs) and service management for local services
- Depends on location: growth of business
- Point of contact for clients (in case of local single site services)
Qualifications :
- Five to ten years of experience in site management role preferably gained from BPO and related industries
- Ability to analyze and prepare reports for Management on Contractual obligations (Service Level and internal KPIs)
- Ability to handle and respond to client escalations and commendations
- Responsible for professional development of the team
- Implement and develop policies and procedures
- Strong leadership skills
- Strong and organized Project Management skills
- Outstanding product knowledge and customer service orientation
- Excellent written verbal analytical and communication skills
- Ability to build and promote a positive work culture
- Flexible in working schedule and amenable to work onsite
Additional Information :
Kindly attach your resume in your application. Only shortlisted candidates will be contacted via email.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
