Operations Manager at DASH BPO

About the job

Objective

The Operations Manager will be responsible for leading a team of customer service agents and Supervisors. This role is centrifugal to ensuring staff commitment, daily operational effectiveness, and maintain best-in-class customer service.

Duties and Responsibilities

• Ensure compliance with the contents of the contracts of each of the line of businesses under its responsibility
• Implement and act in accordance with the information security policies of customer contracts and business in general
• Direct, guide, control, teach, lead and motivate collaborators under their responsibility
• Analyze and interpret the results, detect root causes of areas of opportunities and act with precision until resolving incidents
• Detect needs and/or areas of opportunity of each of the clients under their responsibility and implement strategies for continuous improvement
• Manage and execute the human and material resources aimed at the business and customer objectives
• Communicate, monitor and provide feedback to the direct reporting line with timely data and facts.
• Develop and implement effective communication and leadership methods
• Manage the operations with quality oriented to the satisfaction of the end users of our client to ensure the objective of Integral Solution at the first contact
• Continuously develop staff skills and abilities
• Prepare, analyze and interpret reports for the Site Director
• Work cross-functionally with Workforce Management, Quality, coordinator and other departments to improve operational efficiencies and ensure quality objectives are consistently achieved
• Ensure open door policy and manage through hands-on involvement on the call center floor
• Assist Site Director with operational strategic planning; perform other duties as assigned

Requirements

• Successfully completed commercial or business studies or an equivalent thereto
• 5+ years call center leadership experience; with account management preferred.
• Results-driven and comfortable working in a fast-paced environment; ability to multi-task and effectively prioritize changing needs
• Ability to quickly resolve concerns and problems within program
• Numerical and analytical capacity
• Ability to lead, guide and motivate team members to achieve desired results
• Advanced written and verbal communication skills
• Ability to interact and own relationship with clients and internal/external business stakeholders
• Results-driven, action-oriented, and self-motivated mindset
• Experience with call center technology, including ACD, workforce management agent productivity tools, and quality management tools
• Familiar with COPC and other related call center operation standards
• Proficient in Microsoft Office Suite and other business programs as required
• KPI management