Description

-Oversee operational activities at every level of an organization.
-Duties include hiring and training employees and managing quality assurance programs.
-Strategizes process improvements to ensure everyone completes their tasks on schedule.

Qualifications

Qualifications:
-6 years and Up experience as an Operations Manager
-Must have BPO experience
-Experience in handling a team minimum of 20 FTEs
-Skilled in managing real time agent monitoring and working in a fast pace environment
-Experience in managing staff adherence to policy
-Experience in developing and providing detailed reporting on staff activity, including areas for improvement
-Amenable to work on a shifting schedule
-Performs supervisory functions that include mentoring and motivating the agents as well as addresses any attendance or scheduling challenges.
-Prepares and delivers informal and formal counselling on job performance, behaviour, and quality issues.