This offer job is expired.

BPO Operations Manager

Global Headstart Specialist - Expires on Jun 14, 2015
  • Country
  • Location
  • Job Type
  • Experience
  • Eligibility
  • Philippines
  • Not specified
  • Permanent - Full Time
  • 5+ years
  • Expat and local
Operations / Production
Job Category
Outsourcing / Offshoring

Job Description

  • Ensures Service Level Agreements (SLAs) for the process are met as agreed upon with the client
  • Identifies causes for non-achievement of SLAs, develop solutions and execute the same
  • Reviews and analyzes performance reports against targets on a weekly/monthly basis with Team Managers and with client to investigate causes for performance deviations
  • Ensures process compliance with all business rules and regulatory directives, and adherence to all operational processes and procedures such as disaster recovery, 3rd Party SLAs etc.
  • Develops strategic & tactical plans to identify, analyze and effectively respond to clients needs, emerging trends and best practices
  • Attends daily huddle with team managers to be updated on all floor issues /concerns
  • Conducts dip checks of parameters that impact performance to ensure data integrity
  • Performs trend analysis on MIS/ data and identifies deficiencies (tools, metrics and reports) and recommends solutions.
  • Monitors compliance adherence through timely audits, generating awareness on the floor etc.
  • Understands clientís processes and suggest modes of value addition
  • Participates in client / internal review calls and handles escalations
  • Manages performance of individual teams through performance management, career planning strategies and sharing of best practices
  • Responsible for attrition management and arranging for backfills on a timely basis
  • Works closely with HR to ensure high employee morale and retention initiatives
  • Conducts skip level meetings at regular intervals to address concerns, if any
  • Responsible for staff performance, compensation and rewards & recognition programs
  • Sets KROs for the team managers, team leaders and ensure KROs are aligned to client SLAs and overall organizational goals
  • Coaches and mentors sub-ordinates.
  • Monitors employee count for full time attendance
  • Coordinate with Clients regarding performance and headcount.
  •  Drives quality initiatives such as Six Sigma/ COPC to ensure continuous improvement
  • Ensures adherence to norms specified by COPC certification and BS7799 specifications
  • Provides reports on the process metrics and employee performance to the Top Management
  • Conducts regular meetings with the support teams namely, Transition/Projects & Technology to ensure that the internal SLAs are met
  • Responsible for budget management & cost control measures
  • Manages various trainings namely, V&A, Process, Up skill and Refreshers
  • Conducts forecasting of business flow

Job Requirements

  • Graduate from a recognized Institute or University in any discipline.
  • Minimum 5 years of work experience in BPO/Call Centre
  • Prior financial industry management
  • At least with 1 Year Experience with Management
  • Can start asap
  • Must be flexible with changes

About the recruiter

Global Headstart Specialist

Global Headstart Specialist, Inc. specializes in providing industry-leading human resources (HR) solutions including, but not limited to: Sourcing and Recruitment,  Executive ...

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