Operations Leader (BPO)

Key

Responsibilities:Review and analyze program performance metrics to identify needs and opportunities for improvement. Provide written performance appraisals, setting clear objectives and expectations for team members. Act as a key escalation point for front-line team members to address and resolve operational issues effectively. Identify program-related issues and oversee the resolution process, ensuring timely and effective communication.

Maximize the potential of team members through coaching, mentorship, and effectiveperformance management techniques. Track client issues, maintain correspondence, and ensure timely resolution to enhance overall client satisfaction. Support organizational goals by implementing and facilitating processes that promote continuous improvement, leading to enhanced service quality and reduced operating expenses.

Regularly review and optimize workflows to ensure efficiency and effectiveness in service delivery. Key

Requirements:Bachelor’s degree in Business Administration, Operations Management, or a related field. Proven experience in operations management within a BPO environment, with a strong understanding of operational processes. Excellent leadership, communication, and interpersonal skills. Strong analytical and problem-solving skills to interpret performance data and implement improvements. Ability to manage client relationships and effectively address escalated issues.

Experience communicating with clients in the US is a plus.