Manager - Operations - International BPO

Operations Manager International BPO

Role and Key Responsibilities:

- Responsible for the day-to-day supervision of a group of call centre associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements

- Regularly impart effective coaching to direct reports, ensuring consistent high-performance delivery

- Identify performance related issues, develop an action plan for improvement and implement corrective actions.

- Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs') and financial expectations.

- Communicate expectations to employees and provide timely updates.

- Provide subject matter expertise in handling escalated customer calls as needed.

- Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.

- Stay current on internal work processes, policies and procedures. Attend required manager development training.

- Promote CNX values- "walk the talk" and lead by example.

- Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed.

- Ensure that the operations is in compliance with active contracts

- Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.

Key skills & knowledge:

- Associate degree in related field with two to four years of relevant experience preferred.

- Highly motivated individual with skills to develop and coach team members to achieve performance expectations.

- Work well under pressure and follow through on items to completion.

- Excellent oral and written communication skills

- Ability to lead team members, multi-tasking, prioritization and meeting timelines of deliverables.

- Ability to mentor, coach and provide direction to team members.

- Willingness to work in a flexible schedule.

- Minimum one year as Operations Manager in International BPO is mandatory

Educational Qualification : Graduation