ISTA Solutions, an outsourcing/offshoring company, is in search of an experienced BPO Operations Manager to join our rapidly expanding team.
This role requires a hands-on professional with start-up BPO experience, capable of building KPIs from scratch and managing work-from-home setups. The ideal candidate should have a deep understanding of customer satisfaction, excel in continuous improvement, and can handle multiple clients (5+). A strong personality is essential.
If this sounds like you, please apply!"
Requirements
Required Skills
- Experience: About 10 years in call centre management, with significant experience in a BPO environment servicing multiple clients in the U.S. market.
- Operational Expertise: In-depth knowledge of call centre operations, including inbound/outbound processes, workforce management, and technology utilization.
- Analytical Skills: Strong analytical and problem-solving abilities to interpret data and make informed decisions.
- Communication Skills: Excellent in communicating and dealing with American clients, able to interact effectively with US clients and team members at all levels.
- Cultural Awareness: Understanding of cultural differences and business practices in the U.S. to effectively manage client relationships and expectations.
- Strong Ops experience in managing call centre agents performance (KPIs), reporting, monitoring, tracking system.
- Client Relationship Management
- Maintain strong relationships with American clients, ensuring their needs are met and expectations exceeded.
- Conduct operational reviews and meetings with clients to discuss performance, challenges, and opportunities for improvement.
- Streamlining BPO processes
- Process Optimization: Skills in streamlining operations and implementing efficient workflows to enhance BPO productivity.
- Performance Metrics Management: Proficiency in analysing performance metrics to drive improvements and ensure compliance with client expectations.
- Data Literacy: Ability to analyse data to inform decisions and improve service delivery.
- Establish quality assurance processes to monitor and improve service delivery.
Benefits
What can we offer you?
- Competitive salary and benefits
- Performance Appraisal
- Work-life balance
- A focus on growing your career path with us
- We encourage you to follow your passions and learn new skills
Our commitment to you
- Strong culture and values-driven leadership
- We create opportunities for you to learn and grow at any stage of your career
- Continuous learning and innovation
- We foster an all-inclusive environment where everyone thrives
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Last updated on Aug 2, 2024