Senior Operations Manager
hace 2 semanas
Job Title:
Senior Operations Manager (BPO)
**Job Description**:
The Sr. Operations Manager I is responsible for coaching and supervising a group of Managers. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.
**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.)
- Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning 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 to ensure consistent administration of company policies and standards; 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
- Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
- 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 adjust to meet changing requirements
- Attend business reviews with the client
- Manage a team of Managers
**Requirements**:
- English Level required is (90%) or above.
- Associate's Degree in related field with more than 7 years of experience in the BPO industry (with at least 2 years of Progressive Management Experience) preferred
- Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
- Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal
- Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
- Demonstrated ability to mentor, coach and provide direction to a team of employees
- Attention to detail
- Ability to develop client relationship
- Ability to respond and address client concerns immediately
- Ability to guide all teams to a common goal, be able to gather buy-in of all functions in operations
**Location**:
Costa Rica
- Barreal de Heredia
Language Requirements:
Time Type:
Full time
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