Optimal HR Group, on behalf of its client, a leading global business process outsourcer (BPO), is looking to recruit an Operations Manager.
The Operations Manager will lead a specific project-client and key focus is on planning and implementing contact center’s strategy and operational efficiency through improving systems and processes and managing a multicultural and diverse team.
Responsibilities:
• Assists upper management in setting goals that promote project growth.
• Oversees daily activity of the team, ensures quality of procedures, and works closely with an experienced senior management team across WH locations.
• Collaborates closely with other departments to promote efficient operational optimization.
• Motivates, inspires, and supports team members by effectively communicating all objectives and ensuring smooth collaboration.
• Prepares budgets and time schedules, and other organizational reports as needed.
• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis.
• Manages team workload to meet goals and deadlines.
• Identifies improvement areas and develops plans to increase efficiency and reduce costs.
• Prepares performance reports by collecting, analyzing, and summarizing data and trends.
• Ensures client requirements are met in a timely manner.