Operations Manager Job Description
As an Operations Manager, you will lead a team to ensure smooth operational processes, promote a positive work environment, and consistently meet client expectations. You will be expected to enhance productivity, manage resources, and drive continuous improvement in our BPO unit.
Responsibilities
- Oversee and manage day-to-day BPO operations.
- Ensure compliance with organizational policies and procedures.
- Develop and implement operational strategies to improve efficiency.
- Monitor performance metrics and prepare regular operational reports.
- Collaborate with client managers to meet their needs and expectations.
- Lead and mentor a team of supervisors and staff.
- Manage resource allocation and workload distribution.
- Identify process improvement opportunities and implement best practices.
- Handle escalated issues and provide effective solutions.
- Ensure customer satisfaction and maintain high service quality standards.
Qualifications
- Bachelor's degree in business administration, Operations Management, or a related field.
- At least 5 years of experience in operations management, in a BPO environment, Insurance Domain Experience is a PLUS
- Proven leadership skills and team management experience.
- Strong understanding of BPO industry practices and standards.
- Excellent problem-solving and decision-making abilities.
- Outstanding communication and interpersonal skills.
- Ability to work under pressure and handle multiple tasks simultaneously.
Skills
- Operational Management
- Client Relationship Management
- Performance Metrics
- Process Improvement
- Resource Allocation
- Leadership
- Team Building
- Communication
- Problem-Solving
- Project Management
