Operations Manager

Job Overview:

As the Operations Manager, you will be responsible for overseeing and optimizing the day-to-day operations of our business processes. This role requires a strategic thinker with a strong background in BPO operations, process improvement, and team management.

Operational Leadership:

· Lead and manage the overall operations of the business unit, ensuring efficiency, quality, and compliance with company standards.

· Develop and implement strategic initiatives to enhance operational effectiveness and meet organizational goals.

Team Management:

· Supervise, mentor, and motivate a large team of Operations, Training, Workforce Management, Quality Assurance, and Business Intelligence & Reporting professionals.

· Foster a positive and collaborative team culture, emphasizing continuous learning and development.

Process Improvement:

· Identify and implement process improvement opportunities to streamline operations and enhance service delivery.

· Work closely with cross-functional teams to drive efficiency and effectiveness in business processes.

Performance Monitoring:

· Monitor key performance indicators (KPIs) and key result areas (KRAs) to ensure that operational goals are met.

· Utilize data and analytics to make informed decisions and drive continuous improvement.

Client Collaboration:

· Collaborate with clients to understand their requirements and expectations, ensuring seamless service delivery.

· Establish and maintain strong client relationships through effective communication and performance reviews.

DUTIES AND RESPONSIBILITIES

· Work with the Operations Director, COO, and CAO to execute strategic projects.

· Oversee and direct daily business operations for optimum efficiency.

· Perform weekly meetings with operations staff to discuss metrics and deliverables.

· Submit frequently and as needed business reviews and report to other Enshored's Leadership team and clients.

· Set operational goals, objectives and develop strategies to meet client SLAs (productivity, quality).

· Gather, review, and analyze reports, records, and data to ensure that all quality, efficiency, and productivity standards are met.

· Work with Enshored team members to support organic growth.

· Must be able to foster a positive and productive work environment, with the ability to lead, build teams and motivate staff.

· Frequently evaluate and analyze business productivity and performance.

· Consult, report, and collaborate with the Enshored's Operations Director, COO, CAO, and CEO about company operations.

MINIMUM REQUIREMENTS AND QUALIFICATIONS

- At least 2 years experience as an Operations Manager or 5 years experience as a Senior Team Leader/Team Manager handling Team Leaders

- Preferably has experience managing different support channels (chat, email, voice, back office)

- Must have expertise in coaching and mentoring

- Must have in-depth knowledge about root cause and data analysis

- Strong presentation and storytelling skills

Demonstrated competency in the following areas is also required:

· Demonstrated competency in the following areas is also required:

· Strong organizational, leadership, and interpersonal management skills.

· Vital planning, forecasting, problem-solving and analytical skills.

· Proven ability to develop, produce and analyze reports from existing ecosystems and make informed recommendations from the data gathered.

· Commitment to delivering to the highest quality.

· Proven ability to work within deadlines and project scopes.

Language Skills

· Average communication skills in English-

• Flexible hours available
• More than 4 years of relevant work experience required for this role
• Working rights required for this role