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Operations Manager - Collections
Transparent BPO
- Clarendon / Kingston and St. Andrew / St. Catherine
- Not disclosed
- Permanent full-time
- Updated 18/09/2023
- Recruiting Department
Transparent BPO is seeking a people centric Operations Manager that will assist the Site Director in the day-to-day running of the assigned program. This will be collections so prior experience within collections is preferred.
About us:
Transparent BPO is a leading provider of contact center BPO services. Through talent, process and technology we integrate with our client’s brand and culture to deliver a superior customer experience across all channels. We are looking for talented people who are committed to achieving excellence and will help us to continue to be a world-class provider of outsourced contact center solutions for our clients.
Job Overview:
The Operations Manager supports the Site Director in daily activities of the assigned program, working to identify trends and drive performance. In this role, you work closely with the Site Director to support and develop the SMEs, QAs, and Team Leaders. The Operations Manager will be responsible for level 1 HR, managing performance expectations, overseeing quality, motivating, and encouraging the staff to develop a great work environment.
Responsibilities and Duties:
- Monitor campaign and agent performance and put in corrective measures as needed.
- Work with Client Services / Operations Director to help identify performance issues and ensure proper proactive measures are being taken.
- Communicate with Client Services / Operations Director on performance goals, agent issues and any other information that a client would need to know.
- Evaluate Team Leader performance and attendance.
- Find ways to enable team leaders’ development through continuing training, goal setting, individualized feedback, etc. Identify Team Leader opportunities and implement action plans or involve Training Manager to provide additional training/support.
- Prepare development plans for all direct reports.
- Ensure that Team Leaders are managing their agents’ punctuality, attendance, leaves and breaks properly.
- Track and Review all adherence numbers.
- Review and Approve all payroll reports in the required deadlines.
- Create and cultivate excellent sales, customer service or technical support environment on the call floor with the use of games, motivation, etc.
- Oversee all Tier 1 human resources issues such as leaves, vacations, and other requests.
Requirements
- A Bachelor Degree in Operations Management or related field would be an asset but not required.
- Expert knowledge and affinity for customer contact center operations. Ability to effectively communicate with clients.
- The successful Operations Manager must have at least 2 years experience Managing high performing Sales and customer service teams.
- Experience leading a Reservation Sales account would be an asset.
- Multi-faceted leadership skills, allowing for adaptability and ability to function within a high pressure environment.
- MUST be people centric when leading their team while demonstrating a democratic leadership style with an open door approach.
- Must have good command of the Microsoft Suite to perform and function optimally.
- Must be self-motivated and driven to function effectively within the role.
Reporting Structure:
- Upward:
- Operations Director
- Direct Reports:
- SMEs, Team Leaders—7 in typical ratio (TL’s supervise teams of 15 agents)
Benefits
What can you expect from Transparent?
• Criteria Based Incentives
• Weekly Pay Cycle
• Competitive Base Salary
• Competitive Health Benefits
• Staff Transportation
• Premium Restaurants on-site
• A people centric company culture
• Strong promotions from within policy
• A comfortable state of the art work environment
• Rewards and Recognition & more
Ref: Operations Manager - Collections