We are seeking an experienced Operations Manager to oversee and enhance the performance of our international BPO operations. The ideal candidate will have a strong background in managing teams, optimizing key performance indicators (KPIs), and ensuring operational efficiency. This role requires a strategic thinker who can handle attrition and shrinkage effectively while maintaining high standards of service delivery.
Key Responsibilities
- Lead and manage a team of operations staff, ensuring they are motivated and performing to their best potential.
- Monitor and analyze KPIs to drive performance improvements and operational excellence.
- Develop strategies to reduce attrition and shrinkage, implementing best practices in team handling.
- Ensure compliance with company policies and procedures while maintaining a focus on customer satisfaction.
- Collaborate with other departments to align operational goals with overall business objectives.
- Manage the night shift operations, ensuring seamless service delivery across all time zones.
- Provide regular reports to senior management on operational performance and areas for improvement.
Required Skills
- Proven experience in operations management within an international BPO or call center environment.
- Strong understanding of KPIs and experience in performance management.
- Excellent team handling and leadership skills.
- Ability to work in a fast-paced, night shift environment.
- Familiarity with US processes and standards in the BPO industry. If you are a results-driven professional with a passion for operational excellence and team leadership, we encourage you to apply for this exciting chance.