BPO Operations Manager (Banking Account)

Responsibilities:

• Facilitate the development of Operations and Workforce Supervisor performance through regular, real-time, individual coaching sessions.
• Facilitate daily/weekly performance check-ups/meetings and discuss LOB-related concerns on product, attendance, adherence, productivity, billable hours, and other reports to support supervisors in their daily tasks and responsibilities to ensure real-time support to the team.
• Create Operations and Workforce team schedules, rosters and floor seat plans on a regular basis.
• Conduct weekly facilities audit, and review, validate, and approve requests within authorization limits to support the real-time needs of the team.
• Manage officer-teammate ratios, schedules, capacity plans, productivity, absenteeism, SRs, and collaborate with Operations Supervisors, Workforce Supervisors, Training, and other departments to meet volume and client staffing requirements
• Effectively manage site/LOB real-time performance by reviewing real-time reports communicating recommendations to the Program Director, and collaborating with Operations, Workforce and other departments to implement action plans and projects to meet client requirements
• Effectively manage site attrition by reviewing Disciplinary Actions, performing agent intervention and retention sessions, conducting FGDs, and collaborating with Operations, Program Engagement Leaders and other departments to implement action plans, and rewards and recognition projects, to ensure teammate and officer engagement.
• Actively communicate with client, respond to client correspondence, escalations, and participate in client meetings to report accomplishments, review site and operational metric performance, provide site forecasts and updates, and discuss initiatives for performance improvement.
• Regularly review, analyze and submit reports on LOB/site performance to update processes, formulate or implement action plans to meet volume and staffing requirements.
• Uphold client policies to ensure that the client’s business and its customers are protected.
• Perform ad hoc tasks to support departmental needs and functions.

Requirements:

• Candidate must possess a bachelor’s degree in business-related field
• At least 3 years of working experience as a manager in a call center/BPO industry specializing in operations, performance and reporting
• Experience managing BPO banking accounts and clients is preferred.
• Extensive background in workforce, client and performance management
• Must be able to work autonomously on performance analysis and projects
• Strong leadership skills and ability to perform a wide range of duties
• Strong verbal and written communication skills
• Strong organizational, presentation, interpersonal and consultative skills
• Proficient in creating reports and in using MS Office
• Must be willing to work flexible schedules (including weekends and holidays) and travel to multiple sites