Senior Operations Manager for BPO and Customer Service
1 day ago
We are seeking a highly skilled Senior Operations Manager to lead our Business Process Outsourcing (BPO) and customer service teams. As a key member of our leadership team, you will be responsible for maintaining various matrices defined by clients, independently handling customer issues, and providing resolutions.
About the Role:
This is a challenging and rewarding opportunity for an experienced professional to take on a senior leadership role within our organization. You will be responsible for motivating team members through effective management, career development, and the implementation of reporting mechanisms. Additionally, you will liaison with other areas of the company affecting technical support, build one-on-one relationships with team members, analyze reports, initiate actions plans, and conduct training sessions.
Responsibilities:
- Maintain various matrices defined by clients.
- Independently handle and assist customers in determining problems and providing resolutions on any customer care issues and service problems.
- Cordinate escalations, assess customers' needs, and motivate team members through effective management.
- Implement reporting mechanisms and develop team members' careers.
- Liaison with other areas of the company affecting technical support and build one-on-one relationships with team members.
- Analyze reports, initiate action plans, and conduct training sessions.
- Manage attendance and attendance incentives for the team.
- Oversee periodic shift-level projects/initiatives and manage the administrative aspects of the group/shift.
- Mentor and assist new hires.
Requirements & Skills:
To succeed in this role, you will need:
- A graduate degree from any field.
- At least 4-6 years of relevant experience in operations management, customer service, or a related field.
- Excellent verbal and written communication and presentation skills.
- Good interpersonal and people management skills, with a strong problem-solving approach.
- Expert knowledge of service procedures.
- Good analytical skills for MIS, number crunching, and reporting to internal and external customers.
About TASQ Staffing Solutions:
TASQ Staffing Solutions is a leading provider of staffing solutions for businesses across various industries. We pride ourselves on delivering high-quality talent to our clients while fostering a positive and inclusive work environment for our employees.
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