Job
Description
It started with one ridiculously good idea - Create a different breed of BPO! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion; exploring new technologies, being ready to handle any challenge in a moments notice, mastering consistency in an ever-changing world thats what it takes to get there. If that's something you want to be apart of, apply today! What does a Operations Manager really do? Think of yourself as a leader and the master of your department, so not just anyone is qualified for this role! Here at TaskUs we make sure we get the best of the best, after all, we are a ridiculously good company so we make sure our employees are top-notch. Come on now, we need your full attention because its time to imagine what its like being a Senior Operations Manager.Imagine yourself going to work with one thing on your mind: that in most companies, it’s all about the KPIs but in TaskUs it’s all about solving business problems through innovation. As you tackle your new tasks for the day, you know that it will all lead to one thing that your department believes in: to provide the best possible customer experience to your clients.Operations Manager, you are also responsible for making sure that KPIs are being met consistently. You need to come up with ways in which to effectively make each employee reach their best potential. With this, you must also be creative because you need to devise effective plans on how to make each employee reach their target. As a leader, you must also gain the trust and respect of your employees because let’s face it -- how can you lead when people don’t believe you? You need to be able to reach out to them, drop by their workstations, have short chit-chats, and make them feel important. You need to be able to identify their strengths and weaknesses, take advantage of them and assign them tasks that will help them work on their weaknesses and showcase their talents. This way, you are able to manage relationships better and develop people at the same time.Requirements:So, what is it we’re looking for? Since this is a Senior Operations Manager post, we’d need someone who already has the skills to even call themselves a Manager. We’re looking for someone who has strong interpersonal skills, verbal and written communication skills and most importantly empathy. Someone who has a high affinity and cultural awareness of political and social situations regarding the relevant market and region that will be supported.We need someone who is responsible and has a good track record of meeting and delivering targets. Someone who can articulate him/herself well enough with others, like teammates and clients. We need someone who can multitask and work in a fast-paced environment. Someone who can lead and is great in analyzing situations and data. BAU Transactions: Handling SOW for different vertical of campaign Demonstrate achievement of results e.g. business improvements, cost savings, revenue generation Liaising with different departments to ensure smooth and effective operational delivery Translate business strategy into day to day delivery Collaborating with different stakeholders for new launches if any Stakeholder management ensures there is smooth communication between all the departments. Responsible for all aspects of operations which include monitoring staffing, temporary coverage and training, delivering excellent client service Manage the overall performance and governance of the Statements of Work (together with Vendor Account Management / Business Development) Manage the day-to-day operations in accordance with requirements and SLAs set out in this SOW. Prompt identification and resolution of Service delivery issues including implementation of preventative measures. Transition management during set up phase or expansion phases. Establish the Vendor infrastructure necessary to perform the Services, including all technology, financial, human resources, security, facilities and communication resources. Install all Service delivery processes and Service Level reporting mechanisms Drive Operations teams to deliver continuous improvement and productivity/quality gains Client Relationship Management Ensure delivery of Client KPIs/ targets including day to day service levels, customer experience, quality and compliance measures Manage and develop the operational client relationships by conducting (where appropriate) operational client review meetings and day to day ops liaison with client build and maintain strong client relationships Ensuring a smooth transition of new business Ensuring all the KPI’s delivery as per SOW agreement with the client Flag and escalate business risks timely to the client Profitability Enablement and Purview of finance & revenue Timecard management to ensure no loss of productive hours Timely update of revenue file to ensure zero discrepancies on projected vs actual revenue Timely generation of invoice Team and People Management Execute a well-defined Communication and Engagement model in place to ensure that the team understands the performance of our business and also that they understand the needs of their teams effectively managing and coaching Operations Managers and Team Leaders Provide exceptional people management, mentorship and career development to members of your team, including managers and Agents, achieve low attrition levels and high employee engagement Provide exceptional people management, mentorship and career development to members of your team, including managers and Agents, achieve low attrition levels and high employee engagement Preferred candidate profile Perks and benefits
