Senior Operations Manager

About Us:

HUKL Consultants OPC is a rapidly growing company committed to providing outstanding customer service and optimizing our operations to stay ahead of the competition. As we continue to expand, we are looking for a Contact Center Manager to lead our customer service operations and support cross-functional teams as we scale. This role is key to ensuring that our contact center runs smoothly while also enabling operational improvements across the business.

Position Overview:

The Senior Operations Manager will play a pivotal role in overseeing the day-to-day operations of the company, driving efficiency, and ensuring that operational goals are met. This position requires a strategic thinker with strong leadership skills who can effectively manage teams, optimize processes, and implement best practices across various functions. The ideal candidate will be a results-driven leader with the ability to analyze data, solve problems, and improve operational workflows.

Key Responsibilities:

• Leadership & Team Management:

• Lead, mentor, and develop high-performing teams within the BPO and Contact Center teams.

• Oversee training, and performance management for staff in the BPO and Contact Center, ensuring alignment with company standards and goals.
• Foster a collaborative and positive work culture that drives productivity and team cohesion within these departments.

• Operational Strategy & Execution:

• Develop and implement effective strategies for managing the BPO and Contact Center operations, focusing on service quality, efficiency, and cost optimization.

• Align BPO and Contact Center goals with the broader organizational strategy, ensuring these departments contribute to overall business success.
• Collaborate with senior leadership to define operational goals, drive performance improvements, and ensure operational consistency across both internal and outsourced operations.

• BPO and Contact Center Management:

• Oversee day-to-day operations of the BPO and Contact Center, ensuring smooth workflow and high-quality service delivery.

• Establish and monitor performance metrics (KPIs) to evaluate the effectiveness of outsourced operations and the contact center, ensuring that service levels meet or exceed expectations.
• Coordinate with BPO vendors and service providers, ensuring contract terms are met, and operational performance is continuously improved.
• Manage customer interactions, resolve escalated issues, and ensure customer satisfaction targets are consistently met.

• Process Optimization:

• Analyze operational workflows within the BPO and Contact Center, identifying areas for improvement in both processes and customer service.

• Lead initiatives to optimize performance, including technology integration, process automation, and staff training programs.
• Implement process changes, monitor their effectiveness, and ensure consistent adherence to best practices.

• Performance Monitoring & Reporting:

• Track and report on the performance of the BPO and Contact Center departments, analyzing trends, identifying challenges, and proposing solutions.

• Provide regular updates to senior leadership on operational performance, customer satisfaction, and any critical issues that need attention.
• Review and adjust performance metrics as needed, based on operational needs and evolving business objectives.

• Cross-Functional Collaboration:

• Work closely with other departments (IT, HR) to ensure alignment and smooth coordination between the BPO/Contact Center and other parts of the business.

• Lead and participate in cross-functional meetings to resolve issues, improve processes, and ensure operational objectives are met.

• Risk Management & Compliance:

• Ensure that BPO and Contact Center operations comply with all regulatory requirements, company policies, and industry standards.

• Identify and mitigate potential risks within the BPO and Contact Center, such as data security, operational inefficiencies, and vendor-related issues.

Qualifications:

• Education:

• Bachelor's degree in Business Administration, Operations Management, or a related field (Master's degree preferred).

• Experience:

• Minimum of 7-10 years of experience in operations management, with at least 3 years in a leadership role overseeing BPO and Contact Center operations.

• Proven track record of managing outsourced operations, customer service teams, and process improvements in a Contact Center environment.
• Experience with vendor management, contract negotiations, and performance monitoring.

• Skills & Competencies:

• Strong leadership, team management, and people development skills.

• Excellent problem-solving, analytical, and strategic thinking abilities.
• Proficient in customer service excellence and contact center operations.
• Advanced communication and interpersonal skills, with the ability to manage relationships with both internal and external stakeholders.
• Strong understanding of BPO industry standards, service level agreements (SLAs), and performance metrics.

• Technical Skills:

• Experience with CRM systems, contact center software and ERP systems.

• Proficiency in data analysis and reporting, with advanced Excel skills (SQL or similar data tools are a plus).
• Knowledge of Lean, Six Sigma, or other process improvement methodologies is preferred.