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Operations Manager- B.P.O. (Work From Home)

Montego Bay/Kingston, St. James/St. Andrew
Caribbean HR Solutions is the Caribbean's premier HR Outsourcing company specializing in Executive Search, Recruiting, HRO and Payroll services. On BEHALF of OUR CLIENT, we solicit candidates to apply for the following role:

Operations Manager- B.P.O. (Work From Home)
The Operations Manager will directly manage employees responsible for preforming customer care interactions. Duties include managing individual and team performance expectations and goals, providing individual coaching and feedback sessions, maintaining and improving quality, and monitoring real-time productivity and schedule adherence.

Responsibilities:
  • Manage overall operations on a day-to-day basis;
  • Carry out supervisory responsibilities in accordance with policies and procedures; responsibilities include:
    • Motivating employees; 
    • Planning, assigning and directing work;
    • Rewarding and disciplining employees;
    • Appraising performance and engaging in effective conflict resolution;
  • Assist in developing and implementing training programs to improve the quality and productivity of the team;
  • Communicate policies to team members and follow up to ensure compliance and consistency, taking corrective action as necessary, and documenting the issue and actions taken;
  • Own and drive performance metrics with the team;
  • Manage team members as necessary to meet headcount demands;
  • Handle or participate in weekly calls with clients to discuss KPIs, productivity reports, processes, and overall project needs and initiatives;
  • Drive process improvements to enhance the operational efficiency of the team;
  • Understand and effectively utilize resources provided by internal systems, departments, policies, and procedures;
  • Develop, analyze, and improve new strategies and procedures;
  • Maintain shift and attendance policies to ensure staffing coverage.

Requirements:
  • Minimum of four (4) years’ management in B.P.O.;
  • Bachelors’ degree in Business Administration or related field;
  • Direct experience handling all the communications with Clients;
  • Strong working knowledge office productivity software tools, MS Office (i.e.: Word, Excel, PowerPoint);
  • Methodical approach, detail oriented, highly organized, and strong communication and time management skills;
  • Proficient using: Zendesk, Looker (Or BI Tools), CSAT, G-Suite and Excel would be an asset.

Though we appreciate all candidates, only those shortlisted will be contacted.
 

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