Senior Operations Manager

Job Description

As a Senior Operations Manager, you will play a crucial role in leading and strategically managing operational activities to ensure efficiency and excellence in a BPO/BPM setting, particularly within the telecom domain of an international contact center.**Key Responsibilities:**- Lead and manage large teams, comprising Managers, Assistant Managers, and Team Leaders, to drive operational efficiency and meet client and corporate goals effectively.- Implement client strategies to exceed expectations and ensure seamless communication and escalation of client issues across various levels of management.- Oversee day-to-day operations in a 24x7 US shift environment, demonstrating flexibility in work hours and utilizing strong leadership and interpersonal skills to maintain successful customer relationships.- Act as a primary contact for clients, focusing on meeting their needs, fostering long-term relationships, ensuring prompt issue resolution, and maintaining effective communication channels.**Qualifications Required:**- Possess a total of 15 years of professional experience, with at least 6 months of proven experience as a Senior Manager in the BPO/BPM sector, preferably within the telecom domain.- Hold a graduate/postgraduate degree or a 4-year diploma, with a strong preference for a college degree in Business Management/Administration or equivalent education and experience.- Demonstrate strong leadership, communication, and interpersonal skills, along with a successful track record in customer relationship management.This role presents an opportunity for you to leverage your extensive experience and skills to drive operational excellence, manage client relationships, and lead a diverse team towards achieving corporate and client objectives effectively. As a Senior Operations Manager, you will play a crucial role in leading and strategically managing operational activities to ensure efficiency and excellence in a BPO/BPM setting, particularly within the telecom domain of an international contact center.**Key Responsibilities:**- Lead and manage large teams, comprising Managers, Assistant Managers, and Team Leaders, to drive operational efficiency and meet client and corporate goals effectively.- Implement client strategies to exceed expectations and ensure seamless communication and escalation of client issues across various levels of management.- Oversee day-to-day operations in a 24x7 US shift environment, demonstrating flexibility in work hours and utilizing strong leadership and interpersonal skills to maintain successful customer relationships.- Act as a primary contact for clients, focusing on meeting their needs, fostering long-term relationships, ensuring prompt issue resolution, and maintaining effective communication channels.**Qualifications Required:**- Possess a total of 15 years of professional experience, with at least 6 months of proven experience as a Senior Manager in the BPO/BPM sector, preferably within the telecom domain.- Hold a graduate/postgraduate degree or a 4-year diploma, with a strong preference for a college degree in Business Management/Administration or equivalent education and experience.- Demonstrate strong leadership, communication, and interpersonal skills, along with a successful track record in customer relationship management.This role presents an opportunity for you to leverage your extensive experience and skills to drive operational excellence, manage client relationships, and lead a diverse team towards achieving corporate and client objectives effectively.

Keyskills :
ManagementClient Relationship ManagementOperational ExcellenceProcess ManagementPerformance ManagementBPOBPMLeadership SkillsVerbal CommunicationWritten CommunicationInterpersonal SkillsCustomer Relationship ManagementOperational Leadership