Senior Operations Lead
2 weeks ago
Telebest Operations Manager Job Description
Key Responsibilities
- Develop, implement, and manage customer delight programs to enhance the overall customer experience.
- Strategically plan and execute operations to achieve organizational goals and objectives.
- Consistently exceed BPO metrics.
- Anticipate market trends, introducing innovative approaches to stay ahead of the industry.
- Possess a customer service excellence mindset, leveraging persuasion skills to drive business growth.
- Demonstrate flexibility and confidence in a fast-paced environment.
- Manage operational delivery, process management, change management, and administrative leadership roles.
- Exhibit knowledge of diverse business functions and operations best practices, encompassing voice, chat, email, back-office, workforce management, training, quality, resourcing, customer service, and sales.
- Possess advanced proficiency in data analysis, statistical process control, and leading cross-functional teams.
- Assume responsibility for a wide range of operations and P&L responsibilities, skillfully multitasking across multiple business operations.
- Conduct comprehensive and effective business reviews, facilitating informed decision-making.
Requirements
- Possess a minimum of 2-3 years of experience in BPO operations, showcasing expertise in call center management.
- Possess financial sector experience.
- Demonstrate an in-depth understanding of BPO/contact center operations, competition, and market trends.
- Preferred certification as a Lean Six Sigma Green Belt.
About Telebest
Telebest is a leading company in the industry, committed to delivering exceptional customer experiences.
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