Operations Manager (BPO setup)

• Responsible for the service delivery of the assigned service/s

• Responsible for turnover (TNS), operative margin (OM1), and their continuous improvement of the respective cost center (for global services the GOM is responsible)

• Employee management and development of assigned associates

• Ensure a high quality and efficient management as well as risk management of the respective service

• Control, steer and optimize quantitative and qualitative KPIs of the respective sub-unit

• Support of (new) service implementation, implementation of change requests, service tracking (KPIs) and service management for local services

• Depends on location: growth of business

• Point of contact for clients (in case of local, single site services)

• Five to ten years of experience in site management role, preferably gained from BPO and related industries

• Ability to analyze and prepare reports for Management on Contractual obligations (Service Level and internal KPIs)

• Ability to handle and respond to client escalations and commendations

• Responsible for professional development of the team

• Implement and develop policies and procedures

• Strong leadership skills

• Strong and organized Project Management skills

• Outstanding product knowledge and customer service orientation

• Excellent written, verbal, analytical and communication skills

• Ability to build and promote a positive work culture

• Flexible in working schedule and amenable to work onsite

Kindly attach your resume in your application. Only shortlisted candidates will be contacted via email.