Responsibilities:

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
• Maximize revenue generation to reach long and short-term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
  • Create and maximize relationships with client partners
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA. - and partner to define action plans that resolve issues and drive continuous improvement
• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and   make adjustments to meet changing requirements
  • Attend business reviews with the client.
  • Handle a team of team leaders
  • Deliver any other request requested by your direct boss when required
• Excellent verbal and written communication, motivational, and interpersonal skills.
• Strong leadership, people management, delegation, and organizational abilities.
  • Minimum of 10 years’ experience in BPO.
  • Minimum of 3 years as an Operation Manager.
  • Collection Experience is Mandatory.
  • Excellent technical, diagnostic, and troubleshooting skills.
• Willingness to build professional relationships with team members and clients.
  • Proficiency in office software such as Microsoft Word, and Excel.
• A keen eye for detail and the ability to spot spelling and grammatical errors.
  • Ability to pass a background check.
• Ability to work a 24/7 shifting schedule in a call centre environment to service customers.