Senior Operations Manager

The Senior Operations Manager oversees daily operations, staff supervision, and strategic planning. They focus on process improvement, achieving company objectives, client communication, and reporting KPI data for efficient productivity.

**Job Description**

Calling all operational maestros! Are you a seasoned professional with a passion for people, a wizard with numbers, and an affinity for fast-paced, high-energy environments? You may be the perfect fit for us!

NICE Global is on the lookout for a computer-savvy, upbeat and professional Senior Operations Manager to join our Montego Bay team. As a vital part of our operations, you will lead our team, exceed KPIs, create and present regular reports, and serve as a key liaison for our valued clients. Reporting to the Site Director, you will effectively manage communication between our US based client and our dynamic call center team.

**Responsibilities**

- Lead our operations: Ensure the smooth, efficient delivery of top-tier services to our clients, managing daily operations with expertise and precision.

- Inspire our team: Lead, inspire, and motivate our operations team, creating an environment that promotes collaboration, innovation, and professional growth.

- Master our metrics: Be responsible for meeting and surpassing key performance indicators (KPIs), setting the standard for industry excellence.

- Optimize our processes: Identify and implement opportunities for operational enhancements, ensuring that we're always at the cutting edge. Document current and future processes for both internal, vendor side operations, as well as client-side directives.

- Create and present reports: Craft and present monthly and quarterly reviews to both internal and external business principals, providing vital insights and fostering informed decision-making.

- Serve as our face: Manage client relationships, ensuring clear, consistent communication between our clients and our call center team.

- Project Management: Plan, execute, and oversee projects to ensure they are completed in a timely fashion and within budget.

- Workforce Planning: Analyze and forecast staffing needs based on expected customer volume, coordinating with other team leads to ensure adequate coverage.

- Training and Development: Identify the training needs of your team and arrange suitable training programs, enhancing the quality of our services and the skill sets of our employees.

- Policy Implementation: Develop, implement, and ensure adherence to policies and procedures, maintaining a high level of operational integrity.

- Risk Management: Identify operational risks, and develop and implement mitigation strategies.

**Qualifications**

- At least 5 years of experience in client facing, operations management within a BPO call center

- US based client facing experience a must

- Proficiency in Microsoft Office Suite and excellent overall computer skills; specifically, Excel

- Intimate familiarity with KPIs, reporting, and metrics

- Proven leadership abilities with experience managing high-performance teams

- Excellent problem-solving and decision-making skills

- Superb communication and interpersonal skills, with a positive attitude

We're looking for an operations powerhouse who loves leading teams, navigating complex operations, and motivating people. Bring your positive energy, strategic mindset, and proactive attitude to NICE Global.

Join the NICE Global family, and let's revolutionize the BPO industry together!

Benefits Of Working For NICE Includes:

• Paid Training
• Subsidized Lunch/Beverages
• Free Round-Trip Transportation From Downtown
• Health And Life Insurance Eligibility (After 120 Days)
• Employee Referral Bonus Program
• Employee engagement activities
• Potential for KPI performance incentives.
• Upward mobility.

 Thank you for your application!