Operations Assistant

Proven experience in operational process management, change management and administrative leadership roles

In depth knowledge of diverse business functions & operations best practices (Voice, Chat, Email, Back office, WFM, Training, Quality, Resourcing, Customer Service, Sales etc.)

Provide additional support for achieving key performance and productivity goals.

Experience and hands-on data analysis and statistical process control, as well as providing direction and leadership to cross functional teams is a must.

Responsible for a wide spectrum of Operations and P&L responsibilities, must be able to multi task across multiple business operations with proficiency.

Prepare and conduct effective and timely weekly, monthly & Quarterly Business Reviews •

Responsible for all aspects of operations which include but not limited to meeting key performance metrics, managing staffing, provide and maintain excellent customer experiences scores, ensure effective coverage and training of operations staff; deliver excellent client services, and meet desired business KPIs

Work closely with Internal controls and finance teams to develop and maintain annual budget and monthly / quarterly P&L forecasts

Drive Continuous improvements and innovations to enhance quality, CSAT