Senior operations manager (bpo experience)
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direct message the job poster from firstsource
firstsource solutions is a leading provider of customized business process management (bpm) services. We specialize in helping customers stay ahead of the curve through transformational solutions that reimagine business processes, delivering increased efficiency, deeper insights, and superior outcomes.
as trusted brand custodians and long-term partners to over 100 leading brands, we have a presence in the us, uk, philippines, india, and mexico. Our 'rightshore' delivery model offers solutions covering the complete customer lifecycle across healthcare, telecommunications & media, and banking, financial services & insurance verticals. Our clientele includes fortune 500 and ftse 100 companies.
role & responsibilities:
* act as an intermediary between the client and firstsource, facilitating communication.
* achieve monthly performance targets.
* utilize and relay updates regarding changes in regulations, policies, and procedures.
* ensure adherence to both federal and state laws in all contact centre activities.
* formulate action plans to achieve departmental objectives.
* drive governance calls with stakeholders and clients.
* responsible for creating a learning environment across the organization.
* meet contractual client obligations.
* meet operational expectations by implementing and maintaining high ctq standards.
* meet internal / client slas (nps, aht, customer experience, efficiency, qualitative metric, etc).
* drive accuracy targets, audits, calibration calls, implement robust feedback, and drive accuracy performance of ops agents.
* meet retention targets for the team.
* implement process improvements through suggestions to maximize efficiency.
* reduce incidents of critical ops process escalations.
* build and sustain client relationships.
* build strong internal stakeholder relationships.
* identify training needs and develop training schedules.
* liaise with cross-functional teams (ee, ops, hiring) to improve training output and effectiveness.
* drive rca and capa sessions.
* conduct periodic reviews and track performance of trainers & qa.
* evaluate training effectiveness and identify re-training needs.
* utilize strategic tools like six sigma, lean, design thinking, and agile to stay ahead of the competition.
* implement robust internal qa monitoring and performance management systems.
* lead project delivery teams ensuring activities meet time, cost, benefit, and quality outcomes.
educational/professional qualifications:
* bachelor's degree or post graduate degree
* prefer certifications like six sigma green belt, lean practitioner, or equivalent quality certifications.
required skills:
* excellent communication skills
* strong interpersonal skills
seniority level
* mid-senior level
employment type
* full-time
job function
* management and manufacturing
industries
* outsourcing and offshoring consulting
referrals increase your chances of interviewing at firstsource by 2x
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