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Business Operations Executive
1 week ago
About ISTA Solutions:
ISTA Solutions is an outsourcing/offshoring company dedicated to delivering exceptional service to our clients. As a rapidly expanding team, we seek an experienced Operations Manager to join us in driving success and fostering employee satisfaction.
We pride ourselves on creating a culture focused on long-term success and life-long learning. Our commitment to employees and clients alike drives our pursuit of excellence.
Job Description:
- Manage daily operations across multiple client accounts, ensuring efficient and effective processes and workflows.
- Oversee scheduling, staffing, and resource allocation to meet client needs and service level agreements (SLAs).
- Track and analyze key performance indicators (KPIs) and service metrics for each account.
- Identify areas for improvement and implement strategies to enhance performance and efficiency.
- Lead and motivate call center supervisors, agents, and other team members.
- Provide guidance, training, and support to ensure that team members are effective and engaged.
- Implement and monitor quality control processes to ensure that service standards are upheld.
- Conduct regular audits and evaluations of call center interactions and provide feedback for improvement.
- Develop and execute strategies to optimize account performance and achieve client goals.
- Work with clients to understand their evolving needs and adjust operational plans accordingly.
Requirements:
- Proven experience in the BPO Industry.
- At least 2 years experience as Senior Team Lead or Operations Manager.
- Have experience in handling an Airline/Travel Account.
- Excellent verbal and written English skills.
- Able to work night shift.
Benefits:
- Competitive salary and benefits.
- Health Insurance with free dependents.
- Night differential.
- Attendance Bonus.
- Paid time off.
- Convertible to cash leave credits.
- Performance Appraisal.
- Work-life balance.
- Career growth opportunities.
- Continuous learning and innovation.