Manager - Operations - BPO

1. Day to day management and oversight of the Business Units

2. Maintaining client Service Level Agreement Standards (SLAs) & client satisfaction

3. Running the - Center of Excellence delivery ops for production

4. Work with Operations and Relationship Managers to identify client needs and implement processes and procedures to meet the client needs.

5. Assess technology needs related to the management, service and quality measurements and related reporting capabilities for internal and customer use

6. Implement internal and external procedures and continually update processes to ensure maximum customer satisfaction & efficiency

7. Prepare and deliver performance reviews, coaching and discipline when necessary

Skills Required:

1. Self-driven, process oriented & customer focused

2. Ability to work in unstructured environments with minimal guidance

3. Problem solver with a can-do attitude

4. Excellent communication skills with client presence