Operations Manager BPO

3 weeks ago

Baguio, Philippines SRR Group Full time

This is a remote position. Duties and Responsibilities Supervision & Direction — Oversee and direct the daily operations of the assigned team, ensuring adherence to established workflows, service levels, and quality standards. Issue Resolution — Handle escalations and troubleshoot complex operational issues. Ensure timely and effective resolution of concerns in accordance with Client policies and expectations. Client Liaison — Serve as the primary point of contact between the Client’s leadership and the Service Provider’s operations. Facilitate clear and consistent communication, provide regular reporting, and escalate issues as necessary. Performance Management — Monitor team performance metrics to ensure operational goals are met. Conduct performance reviews, provide coaching and feedback, and recommend process or structural improvements to enhance efficiency and productivity. Qualifications Proven experience in operations management, team leadership, or a related supervisory role. Strong problem-solving skills with the ability to manage escalations effectively. Excellent communication and interpersonal skills for managing both internal teams. Knowledge of performance management systems, metrics analysis, and workflow optimization. Ability to work in a fast-paced environment and adapt to evolving Client requirements. #J-18808-Ljbffr

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