Influx provides customer service for brands and tech companies on-demand, 24/7, every day of the year (including holidays). To achieve this, our operation includes agents and managers working around the globe.
The Operation Manager (OM) is a pivotal role within our organization, responsible for managing client relationships, overseeing people management initiatives, and fostering collaboration across departments. The OM serves as the primary point of contact for designated clients, ensuring their needs are met and expectations exceeded. This role requires strong leadership skills, exceptional communication abilities, and a passion for driving client success.
Responsibilities:
Manage a Customer Service team
Build strong client relationships
Foster a productive and supportive work environment
Consistently deliver services that exceed client's expectation
Build proactive communication and drive results collaboratively with other stakeholders
Develop creative and effective roadmaps for team success and growth
Contribute to expansion minimizing revenue leakage or client churn
Qualifications:
At least 4 years of management experience within the BPO industry
Excellent English speaking and writing skills
E-commerce experience is a plus
Able to collaborate and demonstrate sound time management and judgment skills.
Takes the initiative and performs autonomously
A team player, able to work with various stakeholders
Agent selection and employee lifecycle management
Excellent client communication (written, spoken, visual) that generates confidence in our clients
Leadership and collaboration skills, with demonstrated ability to motivate and build high-performing teams
Strong critical thinking ability in technical & non-technical issues
Moves through every customer issue and circumstance with empathy, leading the team to respond with solution-oriented responses
Must have flexible availability to work any day and any hour of the week/weekends/public holidays.
Internet and Device Requirement:
High-quality internet, power, and computer that can support online face-to-face (e.g. Google Meet) conversation without interruption
Benefits:
100% remote - The flexibility of working from home without having to go to the office
Net Revenue Retention bonuses depending on performance
An international and diverse work atmosphere :)
Skills development and certifications from our Learning team
Paid Time Off and other leaves after 1 year at the company.
Extensive growth opportunities
We’re seeking thoughtful, detail-oriented people to join our growing international team!
If you feel that this role is for you, please feel welcome to apply!