Business Operations Specialist (BPO/ Call center)
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Job ID: 205552
Required Travel: No Travel
Location: Mexico-Guadalajara (AM)
At Amdocs, our mission is to empower our employees to 'Live Amazing, Do Amazing' every day. We believe in creating a workplace where you not only excel professionally but also thrive personally. Through our culture of making a real impact, fostering growth, embracing flexibility, and building connections, we enable them to live meaningful lives while making a difference in the world.
Overview
The role involves handling technical and business-related incidents and service requests from customers/end-users by following and ensuring Service Level Agreements (SLAs) are met. This position requires skills in quantitative analysis.
What will your job look like?
- Prioritize, plan, and assign tasks to team members based on ability/focus for the day (daily work allocation).
- Guide team to resolve technical issues, and manage their queries related to production/ operations.
- Ensure that staff takes ownership of operational issues, is proactive with user issues, and tracks the status of activities managed by the team.
- Ensure that metrics such as KPIs and SLAs for the unit are met.
- Respond to enquiries from customers and help resolve their problems (handle escalations).
- Manage people-related issues, conduct regular one-on-one meetings and performance management, address employee grievances, promote team engagement to improve motivation and teamwork.
- Proactively identify automation opportunities and best practices; serve as client liaison and first level of escalation.
- Ensure compliance with audits (ISO/SAS/SOX/SSAE16/client-requested audits, and similar processes).
- Responsible for knowledge management, executing training plans, technical coaching, and mentoring.
- Guide and assist the team to identify and analyze production issues, track recurring issues, identify preventive measures or permanent fixes.
- Hands-on work as an analyst when required, guiding and assisting teams in problem resolution, providing technical coaching, mentoring, and knowledge management.
All you need is...
- Bachelor’s degree in Industrial Engineering/ System Analysis or equivalent
- 6 years of relevant IT industry experience
- Excellent communication skills and ability to respond to customer queries in a timely manner
- Good hands-on technical knowledge
- Excellent domain knowledge in incident handling, production management, and audit processes
- Experience in a complex global, matrix organization working across multiple time zones
- Experience in working in ambiguous situations, under pressure, and with adaptable work hours
- Production-oriented with a sense of urgency and sensitivity to production requirements
- Ability to work independently within clearly defined parameters and make decisions
- Ability to adapt to different situations with ownership and accountability
- MS Office – strong presentation skills and good Excel skills
- Good typing speed of 40 words per minute
Why You Will Love This Job
- Wide scope of activities
- Excellent products and solutions
- Opportunity for professional development
Amdocs is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to fostering a diverse and inclusive workforce.
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