Senior Operations Manager
3 days ago
Job Description
Intelassist Inc. is looking for a Senior Operations Manager who has a passion for providing strong leadership for the operation in supporting the company.
- Manages day-to-day operations and handles multiple projects and clients.
- Works in tandem with multiple projects and clients to identify and address performance and developmental opportunities.
- Ensures accurate and timely communication of client and account issues to Management.
- Coordinates with Business Partners, Team Leaders, Managers, IT, Admin, HR, and Talent Acquisition.
- Keeps track of employee attendance and ensures compliance with work procedures.
- Motivates and supports team members through feedback and communication.
- Performs consistent and effective coaching sessions to address performance gaps.
- Prepares reports and presentations according to management or client requests.
- Prepares and presents Weekly Business Review for the client.
- Improves quality of results by recommending changes.
- Assists in hiring and onboarding new employees.
- Communicates company policies.
- Performs other duties as assigned.
- Seeks feedback from the client to identify improvement opportunities.
- Tracks performance against client's requirements, ensuring that client's metrics are met.
- Creates systems and processes that facilitate client interactions with the company.
- Manages execution.
Additional Attributes Required
- High level of integrity and honesty.
- Optimism, calmness, and flexibility.
- Productivity and quality-driven.
- Ability to learn new processes.
- Independent, quick learner with initiative.
- Confident in working with minimal supervision.
- Attention to detail is a must.
- Ability to create a friendly but firm rapport with employees.
- No attendance issues.
- Amenable to working on a night shift schedule and shifting schedules.
- Amenable to working weekends and holidays, if necessary.
Preferred Work Experience/Skills
- Candidate must possess at least a Bachelor's/College Degree in any field.
- Intermediate to advanced expertise in Microsoft Excel is required.
- Strong customer service domain experience and excellent people management skills.
- Related experience working as a BPO Manager for a minimum of 5 years.
- Managed at least 200 headcounts.
- Ability to handle multiple Lines of Business (LOB).
- Experience in Power BI is a plus.
- Willing to work 100% onsite.
- Experience in team management and performance management.
- Strong decision-making and problem-solving skills.
- Must have excellent verbal and written English communication skills.
- Strong organizational skills.
WHY INTELASSIST?
We grow together. We value your effort. We aim to empower you.
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