BPO Operations Manager

Let’s start with the role

The BPO Operations Manager is responsible for providing a productive and motivating working environment. They follow and implement the general strategy within the Team, leading and focusing on people development, team morale and performance, and the overall operation and function of the department.

• Collaborate with the Senior Manager/Head in accomplishing the overall goals of the division;
• Create strategic plans, set long-term, medium-term, and short-term goals, and turn new ideas into projects;
• Monitor BPO providers and deliverables;
• Allocate projects and monitor progress, provide advice, and assist when needed;
• Analyze, evaluate, and report on the overall results of the internal and outsourced operations (quantitative and qualitative metrics);
• Collaborate with team leaders to ensure the smooth internal and external operations;
• Monitor performance and needs of direct reports and overall performance of the department;
• Be responsible for recruiting needs and processes;
• Collaborate with the QC team in regards of the qualitative reports (agents/department evolution according to the KPIs);
• Collaborate with internal teams such as Back Office, WFM, Training, among other internal teams, to guarantee delivery according to the KPIs;
• Be updated regarding the customer service trends, tools, and practices.

What you’ll bring:

• At least 5 years of experience in a relevant position in customer service management;
• Knowledge of Lean Six Sigma Methodology is desirable;
• Passion about customer service, with a data-driven approach and the ability to succeed in a dynamic environment;
• Excellent organizational, communication, and interpersonal skills;
• Self-motivation, autonomy in decision making, quick reaction to sudden incidents, efficiency, flexibility;
• Excellent command of the English language (at least C1 level), both written and spoken;
• Availability to travel as the role requires occasional face-to-face meetings with colleagues or to visit partners and/or third parties.