Job summary
We are seeking an experienced BPO Manager Operations with 20 to 22 years of experience to oversee our hybrid work model operations. The ideal candidate will have a strong background in technical writing and delivery management. This role requires managing day-to-day operations ensuring efficiency and driving strategic initiatives to enhance service delivery. The position is based on a day shift schedule with no travel requirements.
Responsibilities
- Oversee daily operations of the BPO unit to ensure seamless service delivery and operational efficiency.
- Develop and implement strategic plans to enhance operational processes and customer satisfaction.
- Collaborate with cross-functional teams to align operational goals with organizational objectives.
- Monitor performance metrics and implement corrective actions to achieve desired outcomes.
- Provide guidance and support to team members to foster a productive and collaborative work environment.
- Ensure compliance with company policies and industry regulations to maintain high standards of service.
- Utilize technical writing skills to document processes procedures and best practices for operational excellence.
- Lead initiatives to improve delivery management processes and optimize resource utilization.
- Coordinate with stakeholders to identify areas for improvement and implement innovative solutions.
- Manage budgets and resources effectively to achieve operational targets and financial goals.
- Conduct regular reviews and assessments to ensure continuous improvement in service delivery.
- Foster a culture of continuous learning and development to enhance team capabilities and performance.
- Drive initiatives that contribute to the companys purpose and positively impact society.
Qualifications
- Possess a strong background in technical writing and delivery management essential for this role.
- Demonstrate excellent communication and interpersonal skills to effectively manage teams and stakeholders.
- Exhibit strong analytical and problem-solving abilities to address operational challenges.
- Show proficiency in managing hybrid work models and adapting to changing business environments.
- Have a proven track record of successfully leading large-scale BPO operations.
- Display a commitment to maintaining high standards of service and customer satisfaction.
- Be adept at using performance metrics to drive improvements and achieve operational excellence.
Certifications Required
Certified Business Process Outsourcing Professional Project Management Professional (PMP)