Job Description
Position: Operations Manager
MHR:
- At least 2 years manager experience in the BPO set up, handling TLs (preferably retail, hospitality, or customer service background)
- Excellent communication skill (verbal and written)
- Highly preferred with experience in handling ICU, hypercare or escalations teams
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