
Senior Operations Director
4 days ago
At our organization, we are seeking an experienced and visionary Senior Operations Manager to lead voice-based business process outsourcing (BPO) teams. This is a unique opportunity for a seasoned professional to drive operational excellence, foster client satisfaction, and spearhead process improvements.
Key Responsibilities:
- Lead high-performing voice operations across multiple teams and projects, leveraging expertise in contact center metrics, workforce management, and reporting tools.
- Develop and implement strategic plans to ensure Service Level Agreement (SLA) adherence, drive productivity, and optimize staffing and costs.
- Supervise Team Leads, Trainers, and Quality Assurance specialists, providing guidance and mentorship to develop future leaders.
- Collaborate with clients to resolve escalations, ensuring seamless communication and exceptional service delivery.
- Mentor and coach team members to enhance their skills and performance, promoting a culture of continuous improvement and knowledge sharing.
- Stay up-to-date with industry trends, best practices, and emerging technologies to maintain the highest standards of quality and efficiency.
Requirements and Qualifications:
- 10+ years of experience in BPO, with at least 3 years in voice process management.
- Proven track record of success in leading high-performing teams, driving process improvements, and fostering client satisfaction.
- Strong understanding of contact center metrics, workforce management, and reporting tools.
- Experience working with international processes and clients, including those in the US, UK, and Australia.
- Proficient in Excel, PowerPoint, CRM, and dialers.
- Knowledge of COPC, Six Sigma, and Lean principles is highly desirable.
- An MBA or relevant postgraduate degree is advantageous but not essential.
Benefits:
- Opportunity to drive operational excellence and process improvements.
- Chance to collaborate with clients and develop strong relationships.
- Ability to mentor and coach team members.
- Experience working with international processes and clients.
Others:
- High-performing voice operations environment.
- Opportunity to stay up-to-date with industry trends and best practices.
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