Operations Manager (BPO setup)

Job Description

• Responsible for the service delivery of the assigned service/s
• Responsible forturnover (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.