Publicat 27 Aug 2020 | Reactualizat 26 Sep 2020 | Expiră 27 Sep 2020

OPERATIONS MANAGER - BPO Customer support

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Job description

We are seeking an experienced Operations Manager to join #theAteam Bucharest to develop, manage, and support a large team of direct and indirect reports to support our fashion retail client.

As an Operations Manager, you will become an expert in the processes. You will manage other leaders to ensure that advisors are adequately trained and supported. You will ensure that accuracy and standards are maintained, and that risks and mitigation strategies are communicated across a globally distributed organization.

This role will include managing individual and team performance expectations and goals; provide individual coaching feedback sessions; maintaining and improving quality and throughout of data; and monitoring real-time productivity to meet weekly and monthly deliverables.

Candidate profile


Bachelor's degree or higher
Previous experience as an Operations, Project or Program Manager directly managing and developing front-line managers
Experience in understanding performance metrics and developing them to measure progress against key performance indicators
Proficiency verbal and written communication skills in English
Experience with process improvement/quality control tools and methods
Experience in managing medium-big accounts (100+ employees)
BPO/call center experience
Financial knowledge
Excellent communication, strong organizational skills and detail-oriented
Leadership experience in coaching and performance management
Demonstrated ability to lead diverse talent within a team and work cross-functionally

Descrierea jobului

Key responsibilities

Manage day-to-day operations of a team of team managers, advisors, quality control, trainer, resource planners and reporting
Oversee the hiring & training of new team members and support their development
Ensure productivity is maximized through supervision, training, analysis, and feedback of performance data on a periodic basis
Collect, track, & present metrics related to processes, team accuracy and efficiency
Drive improvements in efficiency, throughout and cost across the project
Partner with Workforce Planning to prioritize and manage regular operational workflows as well as associated training needs
Communicate with other operations and/or managers regarding risks, mitigation strategies, and success of project SLAs
Utilize strategic thinking to plan/develop team and site growth
Troubleshoot and resolve technical and logistical issues
Ability to lead diverse talent within the team, work cross-functionally, and build consensus on difficult issues
Financial tracking of project profitability


We offer great opportunities and we value our employees, we understand that the bussiness needs efficient communication and the development of the human resource.
If you join us, you will find a proactive team and a great work environment

Descrierea companiei

About Ascensos Contact Centres: Ascensos is built on our belief that not all contact centres need be the same. We bring a fresh approach to outsourced multilingual customer service, offering multi-channel customer contact solutions across traditional, digital & social channels. We recognise talent. For us it’s all about loving what you do. Whether its clients or staff, delivering with a “personal touch” is truly important to us.

Ascensos’ headquarters are based in the UK, where we currently have three sites and opening a fourth site shortly. Our multilingual sites are located in Bucharest, Romania and Boxtel, the Netherlands.

Expirat
OPERATIONS MANAGER - BPO Customer support  -  Ascensos Contact Centres Romania SRL

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