• Lead a multi-functional team of Fulfilment representatives to deliver on operational objectives
• Track and analyze team performance data to drive performance improvements and operational excellence
• Collaborate cross-functionally and related departments to drive innovation and service excellence and to improve overall efficiency
• Foster proactive relationships with supported business units
• Promote continuous learning and upskilling of self and team members
• Conduct regular operations reviews and execute agreed action items
• Manage multiple projects and reprioritize as needed
• Drive key initiatives to facilitate team process improvement and efficiency as well as partner with leadership to implement critical actions
• Develop and implement support plans to meet service level objectives and manage day-to-day operations
• Ensure team performance meets quality, volume, and timeliness goals

Qualifications:

• Bachelor’s degree holder

• 1-2 years of leadership experience in a BPO setup

• Familiar with BPO operations (understands AHT, NPS, SLA, etc.)

• Must have excellent written and verbal communications skills and the ability to effectively collaborate across all levels of the organization

• Proven success at managing change

• Strong organizational, prioritization and delegation skills

• Proven problem solving and analytical skills

• Detail oriented and project management skills

• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.

• Must be in current role for 1 year

• Must not have received any Disciplinary Action within the past 12 months

• Must not have any Attendance and Punctuality issues in the past 12 months

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here.

Please read our Candidate Privacy Policy.

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

USA Job Seekers:

EEO Know Your Rights.