Operations ManagerEnglish Plus Republic

OPERATIONS MANAGER
 
Job Overview
 
The primary function of an Operations Manager is to oversee and manage the daily operations of the BPO to ensure that client requirements are met efficiently and effectively. The Operations Manager is responsible for managing resources, people, and processes to achieve the desired business objectives and meet service level agreements (SLAs) with clients.
 
Responsibilities and Duties:
Overseeing and managing the daily operations of the BPO to ensure that client requirements are met efficiently and effectively.
Managing a team of supervisors, team leads, and agents to ensure that the team is meeting client requirements and delivering high-quality services.
Developing and implementing standard operating procedures (SOPs) to ensure consistent and efficient delivery of services.
Monitoring and analyzing key performance indicators (KPIs) to identify areas for improvement and take corrective actions as necessary.
Ensuring compliance with regulatory requirements and company policies.
Managing client relationships and ensuring client satisfaction by meeting or exceeding service level agreements (SLAs).
Managing budgets and resources to achieve operational goals while maintaining profitability.
Recruiting, training, and managing staff to ensure high levels of productivity and efficiency while maintaining a positive work environment.
Identifying opportunities for business growth and working with other departments to develop and implement growth strategies.
Communicating with other departments such as sales, marketing, finance, and human resources to ensure that the organization's overall strategy is being implemented effectively.
Leveraging technology and automation to improve efficiency and reduce costs.
Identifying and resolving issues and concerns related to operations and service delivery.
Overall, the main duties and responsibilities of an Operations Manager involves managing people, processes, and resources to meet client requirements and achieve operational goals while maintaining profitability and a positive work environment.
Job Specifications:
Education: A bachelor's or master's degree in business administration, management, or a related field is typically required. Relevant certifications, such as Project Management. Professional (PMP), Lean Six Sigma, or ITIL, may also be beneficial.
Experience: Operations Manager in a BPO Industry for at least 2 years.
Leadership skills: The ability to lead and motivate a team, delegate tasks effectively, and build strong relationships with clients and stakeholders is essential.
Analytical skills: The ability to analyze data, identify trends, and make data-driven decisions to improve processes and service delivery.
Communication skills: Strong verbal and written communication skills are required to communicate with clients, team members, and stakeholders effectively.
Customer service skills: The ability to understand customer needs, respond to customer concerns, and provide exceptional customer service is essential.
Technical skills: Knowledge of relevant software and tools, such as customer relationship management (CRM) systems, workforce management (WFM) tools, and quality management systems (QMS), is beneficial.
Problem-solving skills: The ability to identify and solve problems efficiently and effectively is essential in a BPO environment.
Time management skills: The ability to prioritize tasks, meet deadlines, and manage time effectively is crucial.
Overall, an Operations Manager must have a combination of technical and soft skills, along with relevant education and experience, to effectively manage people, processes, and resources to meet client requirements and achieve operational goals.
Perks of Working With Us!
Paid Leaves
Monthly Performance Bonus
Attendance Bonus
Grade Incentive
HMO
Service Awards
Teambuilding Activities