Operations manager

Descripción general

Description
Responsible for the management of EMEA LOBs, ensuring that those programs achieve and exceed contractual goals and exceed customer satisfaction.
Key Qualifications
Manage the relationships with the Client (included commitments, meetings, WBRs, MBR, QBRs, calibrations, reporting and meeting deadlines, etc).
Accountable for achieving the programs’ service metrics: KPI, reports, etc.
Verify the accuracy of the procedures in the programs. Including budget and finance control, product procedures, quality and CSAT control.
Develop reports of the staff performance and others, monthly reviews, and the presentation of the performance assessment to the Client and the execute leadership.
Provide feedback to the Team Leaders and Support Staff and notify of future situations to upper management: changes visibility, keep them informed and motivation. Give coaching and development to the staff members.

Requisitos para aplicar

· Schedule Flexibility is a must (day/night shift-week/weekends-etc). Initial schedule 1am-7am
· Advanced English Skills (90% or above).
· Bachelor’s degree or equivalent combination of education and/or work experience.
· 5 years of People Manager/Supervisor/Operations Management experience in Contact Center operations.
· Proficient in Microsoft Applications including Excel, PowerPoint and Outlook.
· Excellent communication skills (oral and written).
· Strong leadership and people management skills including team-building and conflict resolution and management.