Operations Manager
Full-time
Bravissimo Resourcing Inc.
Responsibilities:
- Own the delivery of Key Performance Indicators (KPIs) such as Service Level Agreements (SLAs), Average Handle Time (AHT), Quality Scores, and Customer Satisfaction (CSAT/NPS).
- Manage the account's budget. This includes monitoring CCI (Contract Controllable Income), reducing "cost-to-serve," and identifying ways to improve margins through automation or process lean-outs.
- Act as the primary point of contact for global clients. You will lead Weekly/Monthly Business Reviews (WBRs/MBRs) to present performance data and strategic roadmaps.
- Work with Workforce Management (WFM) to ensure optimal staffing levels, managing "shrinkage," attrition, and headcount growth.
- Develop and execute "Stay Interviews" and engagement initiatives to keep turnover rates below industry benchmarks.
- Collaborate with HR to interview and select top-tier talent for specialized roles (e.g., Technical Support, Finance & Accounting, or Telco).
- Regularly audit and update SOPs to ensure the team is following the most efficient and compliant workflows.
Qualifications:
- Bachelor’s degree required.
• 7–8 years of related experience in operations management.
• Minimum 2–3 years managing Supervisors, Team Leads, or Associate Managers.
• Experience in Customer Service or similar functions.
• Proven leadership in launching new BPO accounts, transitions, or pilot programs.
• Strong experience in client management, including executive communication and hosting client visits.
• Deep competency in capacity planning, WFM forecasting, and cost modeling needed for a new account.
• Experience in continuous improvement frameworks (Lean Six Sigma preferred).
• Familiarity with HRIS/HCM, payroll, or SaaS support environments (UKG, ADP, Workday, etc.) highly preferred.
• Ability to work with cross-functional teams (Recruitment, Training, Quality, WFM, HR, IT, Facilities) to execute launch objectives.
• Strong analytical and dashboard-building skills; ability to define KPIs, SLAs, and metrics.
• Excellent documentation, compliance awareness, and audit-readiness discipline.
• High executive presence
Vacancy posted 21 days ago
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