Sr. Operations Director
Posted on :
09-12-2022
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Job Description
We are Customer and Employee Obsessed. Customer Service Representatives are leaders who consistently Insist on the highest standards and display ownership by developing the best. They accomplish results by providing great experiences to our customers, always following the stated policies and procedures.
The Senior Operations Manager role is mainly to implement the right processes and practices across the organization.
The specific duties of a Senior Operations Manager include formulating strategy, improving performance, procuring material and resources and securing compliance. You should be ready to mentor your team members, find ways to increase quality of customer service and implement best practices across all levels.
Ultimately, we’ll trust you to help us remain compliant, efficient and profitable during the course of business.
Essential Functions:
Senior Operations Manager responsibilities include but are not limited by the ones described as follows.
This job operates in a professional office environment. This role routinely uses standard office equipment such as computer, headsets.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Frequent travel may be required
Disclaimer:
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification, its not designed to contain or to be interpreted as comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Employer reserves the right to modify this job description, including by adding, removing and altering job duties.
The Senior Operations Manager role is mainly to implement the right processes and practices across the organization.
The specific duties of a Senior Operations Manager include formulating strategy, improving performance, procuring material and resources and securing compliance. You should be ready to mentor your team members, find ways to increase quality of customer service and implement best practices across all levels.
Ultimately, we’ll trust you to help us remain compliant, efficient and profitable during the course of business.
Essential Functions:
Senior Operations Manager responsibilities include but are not limited by the ones described as follows.
- Ensure all operations are carried on in an appropriate, cost-effective way
- Improve operational management systems, processes and best practices
- Help the organization’s processes remain legally compliant
- Formulate strategic and operational objectives
- Examine financial data and use them to improve profitability
- Manage budgets and forecasts
- Perform quality controls and monitor production KPIs
- Recruit, train and supervise staff
- Find ways to increase quality of customer service
- Responsible for the Operations lead of a team and for the delivery of the overall operational metrics & client targets.
- To proactively maintain regular engagement with key client contacts in line with client expectations.
- Motivate and effectively performance manage Operations Managers within the account to ensure delivery of overall targets and business plan.
- Ability to demonstrate been able to translate business strategy into day to day delivery
- Strong commercial understanding and previous accountability for profit targets
- Setting and reviewing Quality performance standards
- Setting and reviewing of organizational / productivity objectives in line with the commercial contract
- Any other duties, responsibilities and/ or activities may change or new ones may be assigned at any time with or without notice.
- Accountability
- Adaptability
- Communication
- Inclusiveness
- Customer focus
- Technology orientation
- Positive Attitude
- Customer service mentality with a positive attitude!
- Degree in Business Management, Operations Management, or related experience.
- Proven work experience at least 5 year BPO Experience or 2 year client facing high demand customer service role or similar role.
- Knowledge of organizational effectiveness and operations management
- Experience budgeting and forecasting
- Familiarity with business and financial principles
- Excellent communication skills (verbal & written). Writing background (grammar buffs wanted)
- Leadership ability
- Outstanding organizational skills
- Excellent English skills
- Demonstrated Critical Thinking ability, conversational & persuasive.
- Strong attention to detail skills
- Must be able to demonstrate computer proficiency.
- Ability to multi-task and handle multi systems at once.
- Demonstrated strong skills of Microsoft Windows and browner applications.
- Data entry skills in accuracy, must be able to type a minimum of 25wpm or more.
- Active online presence and familiarity with social media
- Possess the ability to multi-task and think on your feet to provide sound, quick solutions.
- Excellent listening skills, time management and prioritization skills
- Must have copies & originals of your qualifications, TRN, NIS and ID
- Must be able to train and / or work onsite.
- Must be flexible to work ANY Full-Time Shift including weekends and holidays
- Ability to deal with stress & work pressure in fast-paced environment.
- Must be available 24/7 for any business-related needs
This job operates in a professional office environment. This role routinely uses standard office equipment such as computer, headsets.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- The employee is regularly required to talk or hear, the employee is frequently required to stand, walk and frequent use of the keyboard.
- This is a permanent full-time position. Be flexible to work 8 hours per day, 5 days of the week with an understanding that the exigency of the job may require you to work additional hours.
Frequent travel may be required
Disclaimer:
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification, its not designed to contain or to be interpreted as comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Employer reserves the right to modify this job description, including by adding, removing and altering job duties.
Employment Type
Full Time
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