Uraian Tugas
- Implementation of BPO management principles, organizational structure, workflow, and operating processes that are successful
- Overall in-charge to manage LOB operations and KPI's set by the client (Quality, Staffing, Service Level and Billable Hours)
- Extensive experience assessing and adjusting operations and procedures in response to organizational change
- Oversee day-to-day LOB activities, such as hiring, facility requirements, and asset requisition and repair for respective LOB
- Oversee staff supervision, including work assignment, training, problem resolution, and all employee and client concerns. Evaluates and encourages staff to attain maximum productivity and performance
- Host internal and external Business reviews on regular basis and present operational performance clearly communicate insights, ensure all operational concerns are addressed.
- Develop, manage, and maintain employee productivity goals against departmental standards
- Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement.
- Coordinate with Site Senior Manager on Human Resource recruiting, training, development and retention.
- Create consistency in performance and process across multiple markets with Team Leader development through coaching and development plans
- At least minimum of 3 years of work experience in the BPO industry with 1 year of related field experience, preferably an Operations Manager in a BPO setting.
- Managed at least 150 FTEs across multiple markets.
- Proven track record of meeting and delivering targets and commitments.
- Capability to effectively communicate orally and in writing with leadership, employees, clients, and other stakeholders
- C2 English Proficiency
- Proficient in Google Suite and online collaboration tool is a plus
- Capable of building productive business relationship internally and externally
- Strong organizational, managerial, critical thinking, creative thinking, problem-solving decision making and analytical skills
- Content moderation environment work experience is a plus but not required
- Willing to work on public holidays and shifting schedules including night shifts when needed.
Refer code: 685637. Elabram - Hari sebelumnya - 2024-03-19 06:05
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