This role is responsible for managing the over-all health of the project in terms of stakeholder management, staffing, performance and continuous improvement which has direct impact to the over-all client and employee satisfaction.
Duties and Responsibilities:
- Will oversee and direct the activities of a number of projects assigned
- Oversee and manage Project KPIs such as: CSAT, Quality, Staffing, and Service Level
- Develop individual and team goals as well as to implement plans in order to carry out the objectives
- Lead, manage, motivate and develop Operations Manager(s) assigned to him to drive operational excellence, sustain employee engagement and initiate and develop continuous process improvement
- Ensure that everyone is in compliance with all established policies and procedures
- Will be the project lead for client management and communication
- Oversee the timely resolution of client requests and escalations
- Complete tasks delegated/assigned by the Player Support Manager
- Create development plans for the team members under his project and support them with their professional growth
- Responsible for creating invoices and the over-all financial health of projects assigned
- Other tasks that maybe required from time to time
Requirements
Technical Skills:
- With working knowledge on several tools, such as MS Office, Tableau, Power BI, GSuite, etc.
- Must have strong analytical skills
- With ability to create financial and performance report for clients and stakeholders
- Must have knowledge on advance Google Sheet formulas
- Strong focus on continuous improvement and operational optimization
Behavioral Skills:
- Excellent communication skills–spoken and written
- Strong analytical skills
- Organizational skills
- Strong client management skills
- Keen observer
- Can resolve conflicts efficiently
Work/Educational Experience:
- 3 years OM experience in a BPO setting
- Relevant hands-on P&L experience
- Bachelor's degree of any relevant course; or High School Degree / General Education Diploma
Benefits
Our team members are our most valuable resource; therefore, we provide them with a competitive compensation package commensurate with skills and experience, excellent benefits, high level of job satisfaction and a casual and fun work environment.
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