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Business Performance Specialist
2 weeks ago
The Operations Manager will be responsible for leading the development and implementation of operational strategies, managing outsourcing, and developing team leaders.
Key Accountabilities- Contribute positively and effectively to a new BPO environment.
- Supervise agents, supervisors, and team leaders in day-to-day operations, ensuring alignment with organizational policies and applicable legal requirements.
- Develop, implement, and review operational strategies, evaluate state-of-the-art technologies, and establish systems, policies, and procedures to improve efficiency, reduce errors, and enhance productivity.
- Provide subject matter expertise in handling escalated calls and complaints, and implement best practices in the process.
- Develop and maintain effective processes for recruiting, onboarding, training, scheduling, mentoring, coaching, performance standards, and rewards and recognition for people and leadership development.
- Participate in the development and presentation of business development proposals.
- Deliver exceptional customer service, assess client needs through Key Performance Indicators (KPIs), ensure customer satisfaction, and report on performance related to customer accounts.
- Balance the needs of key stakeholders and ensure teams are aware of business objectives.
- Implement and oversee the quality of deliverables, and effectively manage team relationships to ensure exceptional performance.
- Maintain data privacy and protect customer information.
- Coach and develop direct reports to acquire and refine necessary job skills through constructive feedback, ongoing training, and other coaching techniques. Conduct regular performance reviews and one-on-one meetings with direct reports to evaluate performance against KPIs.
- Provide regular feedback to senior management regarding current operational performance. Escalate issues appropriately and in real-time, including but not limited to financial, performance, and human resources issues.
- Ensure compliance with all company and business policies, procedures, and regulations relating to job duties by following the 'lead by example' rule.
- Execute short- and long-term performance goals developed by the Senior Management Team.
- Collaborate with Operational Support Teams to train employees to meet client demands.
- Be responsible for the department's overall performance and for motivating the team to exceed departmental goals and objectives.
- Monitor staff work for quality assurance to foster continuous process improvement and provide excellent service to all customers.
- Effectively coach direct reports on their performance to ensure they meet performance metrics.
- Develop and implement a succession leadership plan and a learning and development program to decrease attrition rates and maintain employee satisfaction.
- Maintain a safe and secure work environment by adhering to safety practices.
- Perform other duties as assigned by management.
