BPO Operations Specialist Leader
1 day ago
The Operations Manager is responsible for overseeing the first-line support team, driving sales per hour, and monitoring agent performance. This role requires a strong understanding of operations management principles, excellent leadership and communication skills, and the ability to foster high-performance cultures.
Key Responsibilities:
The successful candidate will be responsible for:
- Ensuring exceptional customer service through effective team management and coaching
- Driving sales per hour to meet established targets
- Monitoring agent performance and providing feedback and coaching
- Fostering a culture of continuous improvement and promoting high-performance standards
Requirements:
To succeed in this role, you will need:
- 10+ years of experience in operations management within a BPO environment
- Proven experience in scaling customer service and sales teams in a two-sided marketplace industry
- Demonstrated success in managing and improving customer service and sales team performance
- Strong expertise in workforce management, performance management, and queue management
- Proficiency in using CRMs for service management and reporting (Zendesk experience is a bonus)
What We Offer:
We provide a dynamic and challenging work environment that fosters creativity, innovation, and excellence. If you are passionate about making a difference and driven to succeed, we invite you to join our team as an Operations Manager.
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