OPERATIONS MANAGER - BPO Customer support
Ascensos Contact Centres Romania SRL
Bucuresti
‎în urmă cu 21 ore
source : EJOBS GROUP

Job description

We are seeking an experienced Operations Manager to join #theAteam Bucharest to develop, manage, and support a large team of direct and indirect reports to support our fashion retail client.

As an Operations Manager, you will become an expert in the processes. You will manage other leaders to ensure that advisors are adequately trained and supported.

You will ensure that accuracy and standards are maintained, and that risks and mitigation strategies are communicated across a globally distributed organization.

  • This role will include managing individual and team performance expectations and goals; provide individual coaching feedback sessions;
  • maintaining and improving quality and throughout of data; and monitoring real-time productivity to meet weekly and monthly deliverables.

    Candidate profile

    Bachelor's degree or higher

    Previous experience as an Operations, Project or Program Manager directly managing and developing front-line managers

    Experience in understanding performance metrics and developing them to measure progress against key performance indicators

    Proficiency verbal and written communication skills in English

    Experience with process improvement / quality control tools and methods

    Experience in managing medium-big accounts (100+ employees)

    BPO / call center experience

    Financial knowledge

    Excellent communication, strong organizational skills and detail-oriented

    Leadership experience in coaching and performance management

    Demonstrated ability to lead diverse talent within a team and work cross-functionally

    Key responsibilities

    Manage day-to-day operations of a team of team managers, advisors, quality control, trainer, resource planners and reporting

    Oversee the hiring & training of new team members and support their development

    Ensure productivity is maximized through supervision, training, analysis, and feedback of performance data on a periodic basis

    Collect, track, & present metrics related to processes, team accuracy and efficiency

    Drive improvements in efficiency, throughout and cost across the project

    Partner with Workforce Planning to prioritize and manage regular operational workflows as well as associated training needs

    Communicate with other operations and / or managers regarding risks, mitigation strategies, and success of project SLAs

    Utilize strategic thinking to plan / develop team and site growth

    Troubleshoot and resolve technical and logistical issues

    Ability to lead diverse talent within the team, work cross-functionally, and build consensus on difficult issues

    Financial tracking of project profitability

    We offer great opportunities and we value our employees, we understand that the bussiness needs efficient communication and the development of the human resource.

    If you join us, you will find a proactive team and a great work environment

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