Delivery Center Head
5 days ago
Overview
Fpsinc is committed to creating a culture where our people can succeed and reach their full potential. As a Operations Director, you will play a key role in driving business growth and improving customer satisfaction.
Main Responsibilities:
- Manage 5-7 team members. Oversee operational key metrics, attrition, management development, and create a high-performing team.
- Provide business updates with clients on a weekly/monthly basis. Drive new initiatives to improve performance, coordinate and drive case studies to address risk and improve current processes.
- Responsible for managing call center operations activities, including day-to-day operations, training, and quality for one or more accounts/programs.
- Establish policies, procedures, product and service standards to ensure quality and efficiency as well as compliance with regulations and company policy.
Key Qualifications:
- Minimum 2 years experience as an Operations Manager.
- Worked in a BPO/call center setup for a minimum of 5 years.
- Solid experience in scaling an operation over time, which includes recruitment & change management processes.
- Humble but assertive; pro-active; solution-oriented; problem-solving skills; great coach.
- Objective and data-oriented, exposure to concepts such as Six Sigma, LEAN (preferable).
- Strong leadership and people management skills.
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