Group Manager - BPO Operations/Customer Service

Key responsibilities include:

People Management

- Lead and manage a team of 3-8 Team Managers and 90-150 Customer Service Associates; responsible for the overall direction and performance of the teams

- Ability to set the vision, direction, and culture of the team by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding the team accountable for meeting and exceeding performance targets

- Responsible for Training employees; planning, assigning, and directing work; rewarding and disciplining employees; resolving conflicts; staffing; and development of employees, Standard Operating Procedures, high quality and productivity within the department

- Effectively partners and builds productive working relationships with direct reports, peers, leadership, and other departments

Operations and Project Management

- Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team

- Drive creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other change/Six Sigma initiatives

- Participate on business leadership meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the organization

- Works to build and maintain customer trust

- Solving complex customer support issues and proactively heading off negative service trends.

- Identifying and eliminating root cause barriers to accuracy, productivity, and quality

- Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures

- Developing and achieving performance goals and objectives in order to achieve customer support expectations

Basic Qualifications

- Ability to stay focused and keeps up with our continuous and fast-paced growth

- Demonstrate ability to be a strong team player, behaves like an owner, and ultimately focused on delivering results with high standards

- Ability to demonstrate consistent effort, intense commitment, and willingness to go above and beyond when needed

- Ability to take initiative without being asked to. Plans efficiently while avoiding analysis paralysis

- Strong communication skills as well as a strong technical and analytical aptitude are required

- Must be comfortable in a fast-paced, multi-tasked, high-energy environment and will display creative and analytical problem solving with an unrelenting passion for excellent customer service

- Ability to drive quality, productivity, and process improvements and keep pace with our growth while motivating others to meet the challenges of an extremely customer-focused and metrics driven environment

- Ability to be a cost owner and drive cost effective measures in the department and across the organization

- Ability to manage and drive process related automation with technical team where needed

Position Experience & Qualifications:

Basic Qualifications

- Graduate degree in a relevant field required. A Master's Degree in Management is preferred

- Successful experience in Operations with demonstrated progressively increasing responsibility

- Advanced knowledge of Excel, strong presentation skills

- People management experience is necessary and the ability to motivate and inspire large groups of people are a must

- Project Management experience