Senior Operations Manager - International bpo (Voice) -Night Shifts

Role & responsibilities

The job roles and responsibilities are,

Developing new and expanding existing Customer relationships by maximising customers business by suggesting appropriate acquisition channels leveraging social media and other forms of marketing to maximise clients customers reach.

Informs customers of new products or product enhancements to expand the relationship further.

The Main role would be collecting the Google pins from the takeaway owners.

Excellent people / Team Management skills.

Develop key metrics and reporting aids that accurately enable decision making and improvement.

Be a key point of contact for whatever team you are managing you are allocated and interact effectively with Senior Management in the pursuit of business goals.

Master the intricate details associated with each campaign such that a full accurate understanding of the task at hand is developed.

Build bridges with Agents and Team Leads garnering trust and loyalty, and inspiring them to higher levels of performance and career development.

Be instrumental in delivering improvements to team and process

Conduct staff performance reviews, assess needs, cost-benefit analysis and other operational strategy assessments.

Establish a high standard for productivity, quality, customer service as well as define user guidelines.

Develop company systems for customer interaction and voice response and control the implementation process.

Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.

Aid human resources department in the recruitment process by interviewing potential hires and outlining clear job expectations.

Summarize, collect and analyze trends and data for regular performance reports.

Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.

Preferred candidate profile

The candidate should have the below skill sets,

Proven work experience as a Manager

Minimum of 8+ years experience entailing BPO and Product based environment functions.

A skilled communicator, with a target oriented mind set.

Adept at nurturing positive relationships that cooperate in delivering objectives.

Project Management and Six Sigma Certificates are a bonus.

Able to deliver and thrive in high stress environments.