Operations Manager (BPO setup)

Open 54d

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)

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

Kindly attach your resume in your application. Only shortlisted candidates will be contacted via email.

See also