Operations Manager
Current**Promoted to a new role• Co-manages employees in assigned accounts or clusters with a focus on time management, attendance, and task performance, in collaboration with clients.• Optimizes team efforts to consistently deliver client satisfaction.• Studies client business processes to enhance service value.• Determines operational strategies through needs assessments, performance reviews, and analyses. • Supports staffing objectives through recruitment, training, and orientation processes.• Prepares performance reports by analyzing and summarizing data and trends. • Conducts meetings with staff to understand their requirements for success.• Coaches and counsels employees, recognizing achievements and addressing issues as needed.• Ensures compliance with company policies and procedures. • Develops action plans, conducts audits, and manages quality assurance initiatives.• Meets financial objectives through accurate estimation and budgeting.• Stays updated on emerging trends in BPO operations management.• Accomplishes organizational goals by accepting ownership of tasks and seeking opportunities to add value.• Takes on other assignments needed, including, but not limited to being the primary operational back-up to director.• Cultivates a culture of continuous performance improvement
