Operations Manager

Job Summary

The Operations Manager will lead and optimize the operations for a key client account. This role is crucial for ensuring the smooth, efficient, and profitable delivery of services while maintaining high standards of quality and customer satisfaction. The Operations Manager should be a strategic leader with a hands-on approach, capable of managing a large team, driving performance improvements, and fostering a positive and productive work environment.

This is a vital position that requires strong analytical skills, excellent communication, and a proven track record in operations management within the BPO (Business Process Outsourcing) or a similar service-oriented industry.

Key Responsibilities

• Team Leadership & Management: Lead, mentor, and motivate a team of supervisors and agents to achieve and exceed performance targets. Conduct regular one-on-one meetings, performance reviews, and provide coaching to support career development.
• Operational Excellence: Oversee the day-to-day operations of the account, including workforce management, quality assurance, and service delivery. Implement and monitor operational policies and procedures to ensure efficiency and compliance.
• Performance Monitoring: Analyze key performance indicators (KPIs) such as service level agreements (SLAs), quality scores, and customer satisfaction ratings. Use data to identify trends, pinpoint areas for improvement, and implement corrective actions.
• Client Relationship Management: Serve as the primary point of contact for the client. Build and maintain a strong, collaborative relationship, providing regular updates on performance, addressing concerns, and proactively identifying opportunities for growth and improvement.
• Process Improvement: Identify bottlenecks and inefficiencies in existing processes and develop strategies to streamline operations. Lead and manage process improvement initiatives, utilizing methodologies like Six Sigma or Lean to enhance productivity and quality.
• Budget & Resource Management: Manage the operational budget for the account, ensuring resources are allocated effectively and a positive return on investment (ROI) is maintained.
• Risk Management: Proactively identify potential risks to the account's operations and develop contingency plans to mitigate them. Ensure business continuity and data security protocols are followed.
• Reporting: Prepare and present detailed operational reports and performance dashboards to senior management and the client.

Requirements

• Experience: A minimum of 5 years of experience in an operations management role within the BPO, call center, or a related service industry. Proven experience managing large teams (50+ members).
• Education: A Bachelor's degree in Business Administration, Management, or a related field.
• Skills: o Exceptional Leadership: Strong leadership and team-building skills with a focus on coaching and development. o Data Analysis: Proficiency in data analysis and reporting, with a strong understanding of KPIs and metrics. o Communication: Excellent verbal and written communication skills, with the ability to communicate effectively with all levels of the organization and with external clients. o Problem-Solving: Strong analytical and problem-solving abilities. o Client Management: Proven experience in client relationships management. o Technical Proficiency: Proficient in Microsoft Office Suite, particularly Excel, and experience with various call center software and workforce management tools. Preferred
• Certifications: Certifications in project management (PMP), Six Sigma, or a related field are a plus.
• Industry Knowledge: In-depth knowledge of BPO industry best practices and emerging technologies.