Operations Manager

• We are looking for a professional Operations Manager to plan, direct and coordinate all organization’s operations. You will be responsible for improving performance, productivity, efficiency, and profitability through the implementation of effective methods and strategies.

Responsibilities:

• Chalking out or improve operational systems, processes and best practices that guarantee the organizational well-being
• Actively implement strategies and initiatives to enable the business to achieve its objectives
• Perform quality controls and monitor production KPI’s
• Cater to headquarters’ or personnel’s concerns.
• Communicate the core strategy and goals to the team with clear metrics for success.
• Employ effective organizational and time management skills to deliver solutions to routine and emergency requests and general needs within established timelines
• Attend operations reviews and hold team meetings to review previous performance and future improvement planning to include actions plans.
• Manage regular preparation of operations management reports;
• Understand the key business objectives, timeframes and requirements.
• Heading collaboration across different groups and departments, monitoring deliverables and enabling execution
• Responsible for training, system implementation and seamless transition of customer engagement operations.
• Responsible to build a team with emphasis on integrity, quality, product and process knowledge and fun team culture and is the Main POC for People development and management within the scope of work.

Requirements:

• Proven work experience as the operations manager
• Deep IT skills (databases, MS Office etc)
• Ability to effectively communicate with all levels of the organization
• Leadership and organizational skills
• BS degree in operations management or related field
• 7-10 years of related call center operations management experience
• Excellent communication skills
• Multi-location management experience
• Inbound and outbound call center experience desire
• Must amendable to work on shifting schedules
• Broad BPO and call center knowledge from an agent perspective