Responsibilities
- Develops and builds a culture continuous performance improvement.
- Co-manages (with client) employees in assigned account or cluster. focusing on time, attendance and task performance.
- Ensures the optimization of team efforts to deliver client satisfaction on a consistent basis.
- Studies client business processes for the purpose of enhancing the value of services offered by the company.
- Determines operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
- Accomplishes staffing objectives by supporting the recruiting, selecting, orienting, and training process.
- Prepares performance reports by collecting, analyzing, and summarizing data and trends.
- Conducts and participates in meetings with assigned staff to understand their success requirements.
- Coaches and counsels assigned employees, recognizing, awarding, and taking disciplinary actions when needed.
- Reinforces and ensures organization’s compliance with company policies and procedures.
- Prepares and completes action plans; system audits and analyses; managing quality assurance initiatives.
- Maintains professional and technical knowledge by tracking emerging trends in BPO operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
- Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
- Takes on other assignments needed, including, but not limited to being the primary operational back-up to senior operations manager.
- Develops and builds a culture of continuous performance improvement.
Qualifications
- Bachelor’s degree in Marketing, Business Administration or related field.
- Lean Six Sigma, CI, TQM and/or project management a plus
- Experience with business intelligence tools a plus.
- Salesforce Sales Cloud CRM experience a plus.
Screening Criteria
- Proven experience in operations management or a similar role.
- Must have stable employment history