Dedicated Operations Manager

hace 2 semanas

Buenos Aires, Buenos Aires C.F., Argentina David Kennedy Recruitment A tiempo completo

David Kennedy Recruitment is proud to partner with a leading multinational technology business process outsourcing (BPO) company seeking a skilled Operations Manager in Riga, Latvia. As a key member of the team, you will be responsible for overseeing and supporting the Customer Service Agent (CSA) team.

Key Responsibilities:

  • To motivate, develop, and mentor team members in a dynamic environment,
  • Drive process performance to achieve and exceed Service Level Agreement (SLA) deliverables according to associate balanced scorecards,
  • Meet shrinkage, productivity, and attrition targets,
  • Manage dips in performance with adequate reinforcement plans proactively,
  • Performance Management: Week-on-week improvement of bottom quartile performers,
  • Effective and consistent communication with internal and external contacts,
  • Manage delegate daily volumes within the team and coordinate activities to ensure daily Business as Usual (BAU) delivery aligns with customer Key Performance Indicators (KPIs),
  • Detailed understanding of processes/SOPs run by the team and ability to bring improvements and efficiencies within operations,
  • Create a mode of operations to be adhered to by team members for maintaining good routine and orderliness,
  • Conduct Team Huddles to discuss process updates, feedback, and key focus points for the day,
  • Answer and manage client queries/complaints across Lines of Business (LOBs), rectify issues, and liaise with appropriate departments to handle complex issues in providing effective solutions,
  • Able to mentor team in process quality parameters, conduct live/remote audits of client interactions,
  • Perform Root Cause Analysis to identify key defects and create action plans/goals to improve,
  • Provide Direct Customer Support, calls, answer live chats or social media from customers to provide quick resolution of issues and questions, or may provide assistance to a team member,
  • Create, Publish, and Maintain operations-related reports in a timely manner,
  • Discover training needs and support in training to provide coaching on the ground,
  • Collaborate with different support groups – Recruitment, Training, Quality, HR, Workforce – to improve agent profiling and performance,
  • Any additional ad-hoc tasks contributing to operational needs, better service to the client, or improvement to KPIs,
  • Adhere to the company and customer procedures, policies, confidentiality guidance, and data protection legislation,
  • Record case resolutions in the contact center tool based on client communication via phone, email, chat, etc.

We offer a competitive salary range of $45,000-$60,000 per annum, depending on experience.

Benefits:

  • A dynamic and diverse job in a pleasant and modern environment,
  • Opportunities for personal and professional development,
  • Shifts within operating hours 07 AM - 11 PM, Monday to Sunday, 40 hours a week,

Required Skills and Qualifications:

  • Near-native German language skills (C1) and manageable English skills (B1+) in writing and speaking to understand documentation and log accurately in the client system,
  • Computer literate with a minimum typing skill of 50 wpm with 90% accuracy,
  • Excellent people management skills with previous experience,
  • Good experience in MS Office – Word, Excel, and PowerPoint,
  • Strong experience in presentation skills,
  • Excellent communication and customer service skills,
  • Excellent analytical and problem-solving capabilities,
  • Ability to drive initiatives in the team with creativity and a long-term vision,
  • Experience in initiating and implementing process improvements,
  • Experience in Customer Support/Customer Relationship/Customer Service,
  • Hands-on experience in back-office activities – Live Chat and Social Media,
  • Take ownership to manage deliverables across multiple assignments,
  • Self-motivated achiever,

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