- Full remote with occasional travels for strategic meetings
- Midshift
Our client in the BPO space is searching for a Head of Operations who will manage the overall performance and governance of the account's Statement of Work (SOW), manage the day-to-day operations in accordance with the requirements of the Service Level Agreements (SLAs) set out in the SOW, and promptly identify and resolve Service delivery issues including implementation of preventive measures.
As a key leader, you are to provide exceptional people management, mentorship, and career development to members, including your managers and associates, achieve low attrition levels and high employee engagement. Drive Operations teams to deliver continuous improvement and productivity gains. Flag and escalate business risks to both internal and external stake holders, keeping mind the internal strategies to support overall goals and objectives.
Essential Duties:
- Leading end-to-endsmall to medium project deployment in collaboration with the Total QualityManagement (TQM) teams and all stakeholders.
- Supporting totalcustomer satisfaction.
- Supporting allstrategies, processes, and initiatives of TQM teams and promotingcollaboration of all Operations leaders as needed, and in improving theClient's community and support experience. Playing an active role inimproving policies, products, processes, and support system processes byproviding insights and offering suggestions, including feedback from theteams.
- Identifying potentialrisks or issues with project implementations, and proactively drivingcommunications with internal and external stakeholders.
- Translating businessrequirements into operations plans.
- Crafting andimplementing tracking, monitoring, and reporting methodologies of all SLAsrequired per SOW. Ensuring achievement of KPIs, directing Root CauseAnalyses documentation among team members, and defining resolution andoperations strategies to achieve all SLAs.
- Assessing andprioritizing the top operations issues affecting the team.
- Collaborating withall support teams, implement project and process kick-offs, monitor andreport project/process/initiative status, and initiate resolutiondiscussions for any challenges. Manage, monitor, and communicate changedelivery items as needed.
- Overseeing new hiredeployment status to client platforms and knowledge of SLAs. Coordinatingmutual goals with TQM teams.
- Initiatingproductivity, process, security, and facilities improvement plans.Partnering with TQM teams to ensure alignment.
- Coaching andmentoring all leaders within your span, including how they should drilldown on the same people management strategies to agents.
- Bolstering themanagement of training programs, including planning, design, development,implementation, delivery, process review, and performance evaluation.
- Supporting managementon business and expansion strategies, revenue and profitability goals, andoverall financial improvement plans.
Education and Abilities
- Bachelor's Degree
- 5+ years ofexperience in operations and people management experience, includingmanaging Operations Managers and Team Managers, and a strong desire to develop team members.
- BPO experience a must,preferably managing data annotation, model-training support, and AI-enableCX operations.
- Dynamic leader withexperience and passion for managing large diverse teams of experts acrossmultiple sites in a fast-paced environment, able to deal with rapid changeand ambiguity.
- Strategic thinkerwith strong analytical and problem-solving skills.
- Excited to be part ofa global operations teams, design effective business operations, tacklecomplex problems, and develop individual team members.
- Proven ability tomanage multiple projects concurrently through to successful implementationin an operational environment.
- Adaptable andenergized by a fast-paced environment.
- Possesses creativeenergy, drive, initiative, commitment, and enthusiasm.
- Certification on ProjectManagement or Six Sigma a plus.
- Excellentcommunication skills, written and oral.
