Associate Operations Manager
Job Description
Our client, a BPO company , is recruiting for an Associate Operations Managerto join their business in
Romania.
Responsibilities:
Manage operational activities as per the Signed SOW
Drive program performance – SLAs, KPIs adherence, hygiene checks and improvement/s
Increase the effectiveness and efficiency of Support Services through improvements to each function (Recruitment, Training, Quality, Workforce, HR, IT, Finance) as well as coordination and communication between functions
Implement and oversee quality of deliverables and manage team relationships effectively to ensure exceptional performance.
Drive initiatives and process improvements in the management team and organizationally that contribute to
- term operational excellence.
Participate in development and presentation of proposals for business development.
Establish operations objectives and work plans, delegate assignments to subordinate Team Leads when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction.
Contribute to short and
- term organizational planning and strategy as a member of the management team
Balance the needs of key stakeholders and ensure the teams they are involved with are aware of the combined end goals
Manage and drive performance from the Team Leaders and Associates in meeting SLAs and KPIs
Lead and deliver complex client engagements that help identify, design, and implement creative business solutions for the company.
Actively contribute and present during daily/weekly/monthly/quarterly customer connects/reviews,
planning team for BAU forecasting, peak/seasonal preparedness and sales team for cross sell/upsell demands.
Provide excellent customer service and determine the needs of the client.
Requirements:
Candidate must possess at least a Bachelor's/College Degree , Post Graduate Diploma / Masters Degree, any field
At least 3 year(s) of working experience in the related field (Retail domain experience) is required for this position
At least 1-2 years working in the same capacity
Preferably Associate Managers/Managers specializing in Customer Service or equivalent
Experience in handling contact center activities for any Online Retail Company would be preferred
Strategic and hands on with operations requirements and driving performance
Ability to manage ~50-100 FTEs.
Can show flexibility to work extended hours, during holidays, weekends (if required)
Flexible and can work independently under pressure
Strong leadership skills
Excellent written and spoken communication for the relevant languages (English, Romanian, German or French).
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