General Manager (B.P.O.)

Caribbean HR Solutions is the Caribbean's premier HR Outsourcing company specializing in Executive Search, Recruiting, HRO, and Payroll services. On BEHALF of OUR CLIENT, we solicit candidates to apply for the following role:

General Manager (B.P.O.)

Job Scope
The General Manager will manage all aspects of the business unit(s) to include staff, management, client relations, and facilities/logistics. Responsible for various management functions, including, but not limited to, interviewing/hiring, training, schedule development, and disciplining a team for operational success.

This role will control departments’ revenue and payroll cost (direct and indirect) to ensure stakeholders’ defined PTR ratios are met. Develop strategies for the development of the business unit using new practices/technologies that will aid with continuous improvement of the quality of service provided and other client KPIs. Ensures departments’ operations are compliant with all federal, state, and local regulations.

Responsibilities:

• Providing guidance to team members and addressing performance issues if any arise;
• Conducting performance reviews to ensure that employees are meeting company standards;
• Liaising with existing staff members, managers, supervisors, and clients in order to ensure that client satisfaction is met or exceeded at all times;
• Observing, analyzing, and offering suggestions on current operations;
• Establishing professional relationships with clients, staff, and other stakeholders and finding creative ways to expand the organization;
• Ensuring all health and safety, as well as company regulations are followed by staff at all times;
• Conducting regular meetings with clients to ensure satisfaction with service standards;
• Analyzing data to identify trends in customer needs or behavior patterns that may require changes to business processes;
• Developing and implementing new processes or procedures to improve efficiency or quality of service.

Requirements

• Bachelor’s Degree in Business or related field;
• Minimum 15 years B.P.O. experience with at least five (5) years in progressive managerial experience;
• Excellent verbal, written, and telephonic communication;
• Great public speaking skills;
• Superb interpersonal skills;
• A positive attitude and professional manner;
• A growth mindset;
• Strong networking and management abilities;
• Proficient with Microsoft Office Suite or related software;
• Great analytical skills.

Though we appreciate all candidates, only shortlisted candidates will be contacted.