Operations Manager

Comprehensive BPO, RPO, and Call Center Outsourcing Solutions for Growing Businesses

The Role

• Team Management : Responsible for managing and developing the operational team, including recruitment, training, and performance evaluations of team members.
• Resource Management : Manage human resources, technology, and infrastructure to support an efficient Customer Care operation.
• Performance Monitoring : Continuously monitor and analyze Customer Care performance, including service levels, productivity, efficiency and quality.
• Process Development : Design, develop, and implement efficient and effective operational processes to meet Vendor KPIs.
• Client Relations : Build and maintain strong relationships with Vendor, serving as the primary contact for communication regarding Customer Care operations.
• Crisis Management : Be prepared to address and handle emergency situations or sudden changes in Customer Care operations.
• Reporting and Analysis : Compile routine performance reports and analyze data to identify improvement opportunities and take necessary actions. Reporting to Vendor on a timely manner and data point of teams situations that may impact to team performance or impact to overall operations
• Compliance and Quality : Ensure Customer Care operations comply with relevant regulations and quality standards.
• Continuous Improvement : Engage in continuous improvement initiatives to enhance efficiency, productivity, efficiency and client satisfaction.

Ideal Profile

What's on Offer?