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Operations Manager (All Parishes)
Influx
- Kingston and St. Andrew / St. Catherine / St. James
- Not disclosed
- Contract
- Updated 24/04/2024
- HRD
Influx provides customer service for brands and tech companies on-demand, 24/7, every day of the year (including holidays). To achieve this, our operation includes agents and managers working around the globe.
The Operation Manager (OM) is a pivotal role within our organization, responsible for managing client relationships, overseeing people management initiatives, and fostering collaboration across departments. The OM serves as the primary point of contact for designated clients, ensuring their needs are met and expectations exceeded. This role requires strong leadership skills, exceptional communication abilities, and a passion for driving client success.
Responsibilities:
- Manage a team (minimum of 40 members) with various roles
- Foster a productive and supportive work environment
- Consistently deliver services that exceed client's expectation
- Build proactive communication and drive results collaboratively with other DMs and stakeholders
- Develop creative and effective roadmaps for team success and growth
- Contribute to expansion minimizing revenue leakage or client churn
Qualifications:
- At least 2 years of management experience within the BPO industry
- Excellent English speaking and writing skills
- E-commerce experience is a plus
- Able to collaborate and demonstrate sound time management and judgment skills.
- Prior experience working in a B2B environment
- Takes the initiative and performs autonomously
- A team player, able to work with various stakeholders
- Agent selection, onboarding, rostering, coaching, and offboarding
- Excellent client communication (written, spoken, visual) that generates confidence in our clients
- Meet or exceed the goals of your clients through continuous improvement of agent performance, output, and quality
- Leadership and collaboration skills, with demonstrated ability to motivate and build high-performing teams
- Strong critical thinking ability in technical & non-technical issues
- Demonstrated ability to manage competing priorities, navigate ambiguity, and maintain organizational focus in a rapid-growth environment
- High emotional intelligence, experience building relationships internally and externally
- Moves through every customer issue and circumstance with empathy, leading the team to respond with solution-oriented responses
- Must have flexible availability to work any day and any hour of the week/weekends/public holidays.
Internet and Device Requirement:
- Reliable internet connection
- System: Windows 11 / 32-bit Operation system.
- RAM 8GB or more
- Processors - Intel Core i5 or up.
- Laptop (No Chromebook, Linux OS, or Desktop)
- Wired headset
- Quiet working environment
Benefits:
- 100% remote - The flexibility of working from home without having to go to the office
- An international and diverse work atmosphere :)
- Extensive growth opportunities
We’re seeking thoughtful, detail-oriented people to join our growing international team!
If you feel that this role is for you, please feel welcome to apply!
Ref: DM - Kedeicha's Unit