Operations Manager - Back Office BPO call Centre

SUMMARY:
Operations Manager - Back Office BPO call Centre

POSITION INFO:

The Operations Manager will be responsible to lead a team of customer service leaders and representatives to ensure team commitment, daily operations effectiveness, and the best in class customer service.
 
Key Responsibilities:
 
- Ensure compliance with the contents of the contracts of each of the line of businesses under its responsibility.
- Implement and act in accordance with the information security policies of customer contracts and business in general
- Direct, guide, control, teach, lead and motivate collaborators under their responsibility.
- Analyze and interpret the results, detect root causes of areas of opportunities and act even with precision until resolving incidents.
- Detect needs and/or areas of opportunity of each of the clients under their responsibility and implement strategies for continuous improvement.
- Manage and execute the human and material resources aimed at the business and customer objectives.
- Communicate, monitor and provide feedback to the direct reporting line with timely data and facts.
- Develop and implement effective communication and leadership methods
- Manage the operations with quality oriented to the satisfaction of the end users of our client to ensure the objective of Integral Solution at the first contact.
- Continuously develop staff skills and abilities.
- Prepare, analyze and interpret reports for the Site Director.
- Work cross-functionally with Workforce Management, Quality, coordinator and other departments to improve operational efficiencies and ensure quality objectives are consistently achieved
- Ensure open door policy and manage through hands-on involvement on the call center floor
- Assist Site Director with operational strategic planning; perform other duties as assigned

Desired Skills and Experience


- Successfully completed commercial or business studies 
- 5+ years call centre leadership experience; with account management preferred. 
- Advanced English Level 
- Customer Service Experience with multinationals or international accounts. 
- Results-driven and comfortable working in a fast-paced environment; ability to effectively prioritize changing needs 
- Ability to quickly resolve concerns and problems within program 
- Numerical and analytical capacity. 
- Ability to lead, guide and motivate team members to achieve desired results 
- Advanced written and verbal communication skills 
- Ability to interact and own relationship with clients and internal/external business stakeholders 
- Results-driven, action-oriented, and self-motivated mindset 
- Experience with call centre technology, including ACD, workforce management agent productivity tools, and quality management tools  
- Proficient in Microsoft Office Suite and other business programs as required. 
- Mastery of metric and KPI management.

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