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.