Manager - Operations - BPO

(Female candidates would be preferred.)

Metrics Accountability

- Manage and utilize metrics to drive positive change in areas such as Service Level Agreements, Productivity, Customer Satisfaction, Quality, NPS and Contact Rate.

- Work with direct reports to find learnings from real life situations to set and improve metric-based goals; consistently drive teams towards higher performance and quality expectations.

- Monitor costs and losses incurred by managing team's contribution to the greater Customer Experience budget.

Employee Happiness

- Ensure employee happiness by working with Leads to create strong connections with the whole team and utilize effective communication to help translate the Mission into meaningful and clear goals.

Strategy & Planning

- Support direct reports as they implement new directives.

- Use learnings from team members to identify opportunities and advocate for product improvements that support the team's strategy and the needs of the customer.

- Keep an active look out for risks, potential gains and issues to anticipate advancements and opportunities to advance the team's goals.

Qualifications

- Develop Leaders: Teach direct reports to become - Ultimate Hosts- as leaders for their own direct reports and model similar behavior as leaders Leads.

- Strategic Thinking and Analytical Skills: Ability to look at each problem or data set from many different angles to find innovative and simple solutions.

- Entrepreneurial Spirit: Ability to take what is available and build a fort with it; it's not a problem, it's a challenge.

- Communication/Interpersonal Skills: Embrace the adventure with Peers, Partners, and teams and use superior communication skills to cultivate professional relationships with Key Partners. Use innovative channels of communication to keep teams up-to-date with day-to-day changes in expectations and goals that are relevant to their roles.