Responsibilities
- Formulate business strategy with others in the executive team
- Design policies that align with overall strategy
- Implement efficient processes and standards
- Coordinate customer service operations and find ways to ensure customer retention
- Ensure compliance with local and international laws (e.g. data protection)
- Oversee the implementation of technology solutions throughout the organization
- Manage contracts and relations with customers, vendors, partners and other stakeholders
- Evaluate risk and lead quality assurance efforts
- Oversee expenses and budgeting to help the organization optimize costs and benefits
- Mentor and motivate teams to achieve productivity and engagement
- Report on operational performance and suggest improvements
Qualifications /Â Requirements
- Proven experience as Head of Operations, Operations Director or similar leadership role
- Familiarity with all business functions including BPO, Contact center, supply chain and IT
- Experience with implementing BPO operations
- Knowledge of data analytics and reporting
- Good with numbers and financial planning
- Outstanding communication and negotiation skills
- Excellent organizational and leadership ability
- Analytical mind
- Problem-solving aptitude
- BPO/Contact Centre Experience is a must
- At least 3 years experience in the BPO/Contact Centre space
- BSc/BA in Business, Computer Science or other relevant field
