Sr. Operations Manager Bpo

hace 3 semanas

Tláhuac, Ciudad de México Webhelp A tiempo completo

Customer Service/Support

Location

  • Mexico City, Mexico***Job Title:Sr. Operations Manager BPO
  • CDMX

Job Description:

The Sr.

Operations Manager is responsible for:

Strategic Oversight:
Lead and execute operational strategies, manage resources, and optimize processes to achieve organizational goals and enhance efficiency.
Team Leadership and

Quality Control:
Direct a team, ensure product/service quality, manage budgets, and maintain compliance with a focus on continuous improvement.

KEY ACCOUNTABILITIES

  • Strategic Planning: Developing and implementing operational strategies to achieve the company's goals and objectives.
  • Team Leadership: Managing and leading a team of operations staff, providing guidance, coaching, and performance evaluations.
  • Process Improvement: Identifying areas for process optimization and efficiency enhancements, and implementing improvements to increase productivity.
  • Resource Allocation: Managing budgets and allocating resources effectively to meet operational needs while controlling costs.

  • Quality Control: Ensuring that products or services meet quality standards and customer expectations.
  • Risk Management: Identifying and mitigating operational risks, including those related to safety, compliance, and security.
  • Vendor and

Stakeholder Management:
Collaborating with vendors, suppliers, and other stakeholders to maintain strong relationships and optimize partnerships.

  • Data Analysis: Analyzing data and key performance indicators to make informed decisions and drive improvements.
  • Reporting: Providing regular reports and updates to senior management on operational performance and outcomes.
  • Compliance: Ensuring that the company complies with relevant regulations and industry standards.
  • Customer Focus: Maintaining a customercentric approach to meet customer needs and resolve issues promptly.
  • Technology Adoption: Evaluating and implementing technology solutions to enhance operational efficiency.
  • Emergency Response: Developing and implementing contingency plans to address unexpected operational disruptions or crises.
  • Continuous Improvement: Fostering a culture of continuous improvement within the operations team.
  • Communication: Effective communication with internal teams and external partners to ensure alignment and smooth operations.

REQUIRED SKILLS
Previous experience as Operations Manager in BPO industry at least 3-5 years

Bachelor's degree preferred

English proficiency B2 or C1

Strong communication skills, both written and verbal

Proficient in Microsoft Office

Location:

MEX Mexico City Downtown Insurgentes

Language Requirements:
English

Time Type:
Full time

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