
Business Operations Manager
2 days ago
Job Title: Business Operations Manager
">The role of Business Operations Manager is crucial in ensuring the smooth daily operations of our voice process. This position requires a strong leader who can supervise a team of voice agents, monitor performance and ensure adherence to targets (KPIs like call quality, average handling time, resolution rate, etc.), handle team scheduling and attendance, provide coaching, feedback, and performance evaluations.
">Key Responsibilities:
">- Team Management:
- Supervise a team of voice agents to ensure they are meeting their performance targets.
- Monitor performance and ensure adherence to targets (KPIs like call quality, average handling time, resolution rate, etc.).
- Handle team scheduling and attendance.
- Provide coaching, feedback, and performance evaluations to team members.
Operations Oversight:
">- Ensure smooth daily operations of the voice process by managing escalations and resolving complex customer issues.
- Maintain service level agreements (SLAs) and ensure quality standards.
Training and Development:
">- Assist in onboarding and training new team members.
- Organize regular skill development and process refresher sessions.
Reporting and Analysis:
">- Track and report team metrics.
- Analyze data to identify trends, gaps, and areas for improvement.
Client and Stakeholder Communication:
">- Liaise with international clients and internal stakeholders.
- Share updates, feedback, and improvement plans.
Required Skills and Qualifications:
">- Bachelor's degree in Business Administration or related field.
- At least 3 years of experience in team management and operations oversight.
- Strong leadership and communication skills.
- Ability to analyze data and make informed decisions.
Benefits:
">- Competitive salary and benefits package.
- Opportunities for professional growth and development.
- A dynamic and supportive work environment.
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