Senior Operations Manager

SENIOR OPERATIONS MANAGER

SENIOR OPERATIONS MANAGER 

The Senior Operations Manager is responsible to lead the delivery of contact centre services agents and ensure smooth running of shifts at HGS, Jamaica. The Operations Manager will also be directly responsible for programme performance and will assist the Director-Operations with service delivery to the Client. 

Core Responsibilities:

1. Determine the program operational strategies by capacity planning, determining user requirements, productivity, quality and customer service standards
2. Manage internal and external governance to ensure metrics are designed, signed off, measured and monitored as per client requirement.
3. Maintain and improve the operations by monitoring system performance, identifying and resolving problem; preparing and completing action plans; managing system and process improvement and quality assurance
4. Prepare program performance reports by collecting, analyzing and summarizing data and trends
5. Tracking individual developmental needs and team development, readily identifying performance issues, and creating action plans to address those issues
6. Act as point of contact / escalation for all client stakeholders with respect to designed KPIs and SLAs.
7. Maintain excellent relationships across various levels, building trust and a reputation for exceptional integrity, best in class levels of service and partnership.
8. Build a culture of excellence by driving best practices across the programme.
9. Ensure that adequate risk management practices are in place at the operations floor level, in alignment with client needs from time to time and partner to ensure that the programme meets with all audit requirements as per HGS and the client standards. 

Qualifications and Experience Skills:

• Degree in Business Administration or related discipline
• Demonstrated experience in managing a large team

• Experience building and managing teams with proven success in maintaining clients during difficult times as well as successfully reducing and maintaining lower than industry average attrition rates.
• Minimum 5 years of experience working in the BPO environment in the  capacity of Manager.
• Excellent analytical skills
• Good interpersonal skills, including teamwork, facilitation and negotiation
• Excellent communication skills (both written and oral);
• Ability and comfort interacting with all levels of management, business leaders and stakeholders
• Must be proficient in MS Office