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 and Requirements
• Team oriented with strong and demonstrated operational leadership skills
• Analytical, detail oriented, with strong financial acumen.
• Has a good and detailed experience managing department budgets
• Ability to manage multiple clients and deliverables simultaneously in a high energetic/fast paced environment.
• Highly proficiency in MS tools and data manipulation.
• Results oriented, with demonstrated collaborative skills and ability to work well within a team.
• Highly organized, with the ability to prioritize, problem solve, plan and prepare budgets.
• Proficiency in Microsoft Office suite required.
