Job Title:

Job Description

Essential Functions/Core Responsibilities:

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

• Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.).

• Plan and assign work for staff in accordance with the organization’s policies and applicable legal requirements.

• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports).

• Create and maximize relationships with client partners.

• Provide leadership and guidance to direct reports; define and implement any corrective actions needed to meet operational performance.

• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching.

• Participate in cross-functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement.

• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements.

• Attend business reviews with the client.

Candidate Profile:

• 1-2 years of strong experience in Operations Management in a BPO/Contact Center environment.

• Excellent communication skills, both written and verbal (English B2). Ability to effectively present information to internal and external stakeholders.

• Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback.

• Proven experience analyzing and improving work processes; establishing a course of action for self and others to accomplish a specific goal.

• Excellent ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment.

• Strong experience mentoring, coaching, and providing direction to a team of employees.

• Ability to work well under pressure and follow through on items to completion while maintaining a professional demeanor.

• Associate's or Bachelor's Degree in a related field.

Location:

Language Requirements:

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