Support Services Group (SSG) is a global leader in providing business process outsourcing (BPO) solutions for customer support, technical assistance, and back-office functions. We are committed to delivering world-class service and innovative solutions that drive client success.
We are seeking a dynamic and motivated Junior Operations Manager to join our growing team. The ideal candidate will assist in managing day-to-day operations, drive process improvements, and ensure service excellence. This role offers the opportunity to collaborate with cross-functional teams, develop leadership skills, and contribute directly to client and company success.
Key Responsibilities:
- Assist in planning, coordinating, and overseeing daily operational activities.
- Monitor key performance indicators (KPIs) to ensure targets are met and identify opportunities for improvement.
- Support team leaders in coaching and developing team members to maintain high performance levels.
- Collaborate with the senior operations manager to implement and enforce policies and procedures that enhance productivity and quality.
- Analyze operational data to generate reports and present findings to stakeholders.
- Maintain open communication with clients to address concerns and ensure satisfaction with service delivery.
- Participate in strategic planning for process enhancements and workforce management.
- Ensure compliance with company standards, policies, and industry regulations.
Required Skills & Qualifications:
- Bachelor’s degree in business administration, Operations Management, or related field (or equivalent experience).
- 3+ years of experience in an operations, supervisory, or support management role, preferably in a BPO or customer support environment.
- Strong problem-solving skills and a proactive approach to identifying challenges and solutions.
- Excellent communication and interpersonal skills for both internal teams and external clients.
- Proficiency in operational reporting, data analysis, and performance monitoring tools.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Leadership qualities with the ability to inspire and motivate teams.
Preferred Qualifications:
- Experience with process improvement methodologies (e.g., Lean, Six Sigma).
- Familiarity with CRM systems and customer support platforms.
- Project management experience is a plus.
What We Offer:
- Competitive salary and benefits package
- Professional development and growth opportunities
- A collaborative and supportive work environment
Support Services Group is an award-winning global CX solutions company who creates amazing experiences for the world’s best brands and their customers. We’re an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.
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Last updated on Jan 11, 2025