Head of Operations (Senior Manager level)

• Full remote with occasional travels for strategic meetings
• Midshift
  
  

Our client in the BPO space is searching for a Head of Operations who will manage the overall performance and governance of the account’s Statement of Work (SOW), manage the day-to-day operations in accordance with the requirements of the Service Level Agreements (SLAs) set out in the SOW, and promptly identify and resolve Service delivery issues including implementation of preventive measures.

As a key leader, you are to provide exceptional people management, mentorship, and career development to members, including your managers and associates, achieve low attrition levels and high employee engagement. Drive Operations teams to deliver continuous improvement and productivity gains. Flag and escalate business risks to both internal and external stake holders, keeping mind the internal strategies to support overall goals and objectives.

Essential Duties:

• Leading end-to-end small to medium project deployment in collaboration with the Total Quality Management (TQM) teams and all stakeholders.
• Supporting total customer satisfaction.
• Supporting all strategies, processes, and initiatives of TQM teams and promoting collaboration of all Operations leaders as needed, and in improving the Client’s community and support experience. Playing an active role in improving policies, products, processes, and support system processes by providing insights and offering suggestions, including feedback from the teams.
• Identifying potential risks or issues with project implementations, and proactively driving communications with internal and external stakeholders.
• Translating business requirements into operations plans.
• Crafting and implementing tracking, monitoring, and reporting methodologies of all SLAs required per SOW. Ensuring achievement of KPIs, directing Root Cause Analyses documentation among team members, and defining resolution and operations strategies to achieve all SLAs.
• Assessing and prioritizing the top operations issues affecting the team.
• Collaborating with all support teams, implement project and process kick-offs, monitor and report project/process/initiative status, and initiate resolution discussions for any challenges. Manage, monitor, and communicate change delivery items as needed.
• Overseeing new hire deployment status to client platforms and knowledge of SLAs. Coordinating mutual goals with TQM teams.
• Initiating productivity, process, security, and facilities improvement plans. Partnering with TQM teams to ensure alignment.
• Coaching and mentoring all leaders within your span, including how they should drill down on the same people management strategies to agents.
• Bolstering the management of training programs, including planning, design, development, implementation, delivery, process review, and performance evaluation.
• Supporting management on business and expansion strategies, revenue and profitability goals, and overall financial improvement plans.

Education and Abilities

• Bachelor’s Degree
• 5+ years of experience in operations and people management experience, including managing Operations Managers and Team Managers, and a strong desire to develop team members.
• BPO experience a must, preferably managing data annotation, model-training support, and AI-enable CX operations.
• Dynamic leader with experience and passion for managing large diverse teams of experts across multiple sites in a fast-paced environment, able to deal with rapid change and ambiguity.
• Strategic thinker with strong analytical and problem-solving skills.
• Excited to be part of a global operations teams, design effective business operations, tackle complex problems, and develop individual team members.
• Proven ability to manage multiple projects concurrently through to successful implementation in an operational environment.
• Adaptable and energized by a fast-paced environment.
• Possesses creative energy, drive, initiative, commitment, and enthusiasm.
• Certification on Project Management or Six Sigma a plus.
• Excellent communication skills, written and oral.