Operations Manager
Umbrella BPO
- Argentina
- Permanente
- Tiempo completo
- Acting as a strategic advisor to the client company by keeping key points of contact up to date with their key challenges and opportunities
- Identifying and evaluating client’s key performance indicators and mentoring frontline leadership to meet the client’s objectives
- Defining team performance and ensuring objectives are met, per their contract
- Overseeing program operations, including hiring, onboarding, training, quality assurance, and team building
- Delivering upon the expected program-level financial results
- Establishing a quality-focused team culture with strong communication and adherence to Umbrella’s Core Values
- Identifying program issues and risks, and developing mitigation initiatives to reduce the potential impact
- Participating in regular program business reviews with the client’s leadership team
- Awareness of startup organizations and the agility required to work within these teams
- Managing and mentoring team member staff
- Directly managing and mentoring frontline team members; supervisors and leads included
- Evaluating program health and taking actionable steps to ensure team member retention and engagement
- Performing regular 1:1’s with all direct reports
- Fostering a collaborative, problem-solving environment demonstrating teamwork and innovation
- Establishing a standard and encouraging the learning and sharing of best practices
- Developing best practices, documentation and templates based on program needs/requirements
- Heavy reliability in people skills and proficiency for problem-solving
- English fluency, written and verbal; C2 preferred
- 5+ years Operations Manager experience with a BPO company
- 5+ years successfully managing teams of up to 10+ associates and mentoring 1-5 team supervisors
- Experience overseeing seasonal hiring, staffing, and training
- Proven ability to develop schedules and shifts in accordance with service-level agreements
- Strong understanding of how to use data to generate reports and assess the health and efficacy of a client program
- Experience working within a startup environment
- Contact center experience and leadership
- Experience leading teams impacted by seasonality and high consumer demand periods
- Experience optimizing and streamlining platforms such as Zendesk, TalkDesk, Shopify, and G-Suite applications
- Full-time (40 hours a week)
- Location: Philippines
- Competitive salary compensation based on experience
- Training and growth opportunities provided by Umbrella BPO and outside entities
- Ability to grow your career and determine your next move at Umbrella BPO