BPO Operation Manager

At VLBPO, we owe our success to the efficiency of organizational processes. To help maintain and grow this standard, we’re seeking an experienced operations manager to oversee daily activities. The ideal candidate will have a sharp business mind and proven success in managing multiple departments for maximum productivity. This person will be highly skilled in human resources, finance, and IT management, and be able to develop and maintain an environment of trust, diversity, and inclusion within the operations team.


Objectives of this role

Maintain constant communication with managers, staff, and vendors to ensure proper operations of the company
Develop, implement, and maintain quality assurance protocols
Increase the efficiency of existing processes and procedures to enhance the company’s internal capacity
Ensure that operational activities remain on time and within budget
Track staffing requirements, hiring new employees as needed
Oversee accounts payable and accounts receivable departments


Responsibilities

Lead, motivate, and support2 small teams ( 30 agents ) within a time-sensitive and demanding environment, including career development plans for direct reports and problem resolution
Manage data collection for the updating of metrics to achieve productivity targets, reduce cost per unit, eliminate errors, and deliver excellent customer service
Partner with cross-functional teams to improve proprietary tools and systems
Work closely with legal and safety departments to ensure that activities remain compliant
Oversee materials and inventory
Conduct budget reviews and report cost plans to upper management


Required skills and qualifications

Two or more years of proven success in an operations management role
Strong skills in budget development and oversight
Excellent ability to delegate responsibilities while maintaining organizational control of branch operations and customer service
Proficiency in conflict management and business negotiation processes
Knowledge of business productivity software and an aptitude for learning new applications
Preferred skills and qualifications
Bachelor’s degree (or equivalent) in operations management, business administration, or related field
Working knowledge of management software programs, confluence and Hubstaff
Strong IT skills, including database development
Multiple years of financial and account reporting experience


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