senior Operations ManagerAssensio Outsourcing, Inc.

Company Details:
 
At Assensio, we value our employees before clients!! We've been in business long enough to understand and acknowledge the importance of our employees that shape the future of our company. We show value to our people so our people can show value to our clients. Come join us and feel the pride of being valued as never before.
 
What you will do:
 
Responsible for the Operations lead of a team and for the delivery of the overall operational metrics & sales targets.
To proactively maintain regular engagement with key client contacts in line with client expectations.
Ensure delivery of Client KPIs/targets including day to day service levels, customer experience, quality measures and compliance measures
Responsible for the development of the operational talent pool by optimising the skills of the existing team, in partnership with our internal recruitment teams to attract the very best external talent, in line with the agreed framework, succession planning will be in place to ensure key roles are filled and individual talent is recognised
To have a well-defined Communication and Engagement model in place to ensure all teams understand the performance of the business and also that they understand the needs of their teams
Responsibility and accountability for the operational performance of the client areas and for exceeding targets of all required metrics
The continuous identification implementation of operational best practice through interaction with the wider team
Motivate and effectively performance manage Operations Managers within the account to ensure delivery of overall targets and business plan.
Selecting, effectively managing and coaching Operations Managers
Execute a well-defined Communication and Engagement model in place to ensure all of their teams understand the performance of our business and also that they understand the needs of their teams
Manage and develop the operational client relationships by conducting (where appropriate) operational client review meetings and day to day ops liaison within key workstream
Identifying and highlighting further opportunities for services and process improvements Essential Experience/Skills Extremely strong call centre management experience is essential to be a success in this role
Ability to demonstrate achievement of results e.g. business improvements, cost savings, revenue generation
Excellent leadership, people management, communication and influencing skills at a senior level
Experience of working in an Outsourcing or contact centre operation
Experienced in managing large multi skilled contact centres
Ability to build and maintain strong client relationships
Ability to demonstrate been able to translate business strategy into day to day delivery
Setting and reviewing Quality performance standards
Setting and reviewing of organisational / productivity objectives in line with the commercial contract
Managing Client Engagement
Responsible for Business Continuity
Ability to manage and influence key stakeholders
What we are looking for:
 
Minimum 5 years in a BPO/Outsourcing Senior Management role.
Exemplary English written and verbal communication skills
Comprehensive applied knowledge and expertise, gained at a professional level, in all aspects of the area of focus applicable to the specified role.
Skill in examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures.
Ability to analyze complex problems, interpret operational needs, and develop integrated, creative solutions.
Strong interpersonal skills and the ability to effectively communicate with a wide range of individuals and constituencies in a diverse community.
Advanced analytical, evaluative, and objective critical thinking skills.
Working knowledge and understanding of the principles and processes of computerized business and operating systems.
Ability to gather data, compile information, and prepare reports.
Knowledge and understanding of integrated program planning, development, and administration within a public institution environment.
Skill in organizing resources and establishing priorities.
Ability to supervise and train employees, to include organizing, prioritizing, and scheduling work assignments.
Ability to provide technical guidance and leadership to professional personnel in area of expertise.

Managerial / Supervisory