Deskripsi Pekerjaan
Join CGI as an Operations Manager (BPO) and lead transformative initiatives in our dynamic customer service environment. This pivotal role combines strategic oversight with hands-on team leadership to drive operational excellence in a fast-paced BPO setting. You'll be instrumental in optimizing processes, enhancing service quality, and fostering a culture of continuous improvement across our Santa Ana operations.
As a key member of our leadership team, you'll bridge the gap between frontline teams and executive stakeholders, translating organizational goals into actionable plans. The position offers a unique opportunity to shape BPO operations while developing high-performing teams that deliver exceptional customer experiences. CGI provides a collaborative environment where your operational expertise will directly impact business growth and employee development.
Tanggung Jawab
- Oversee daily BPO operations including workforce management, scheduling, and resource allocation
- Lead and develop teams of agents through coaching, training, and performance management
- Implement process improvements to enhance productivity, quality scores, and customer satisfaction
- Monitor KPIs (AHT, FCR, CSAT) and generate analytical reports for leadership review
- Collaborate with cross-functional teams to ensure seamless service delivery
- Manage escalated customer issues and ensure timely resolution
- Develop and maintain operational budgets while optimizing cost efficiency
Kualifikasi
- Minimum 2 years experience as Senior Team Leader, Supervisor, or Operations Manager in BPO
- Proven track record of managing teams in customer service environments
- Strong analytical skills with proficiency in BPO reporting tools (e.g., Excel, CRM)
- Excellent leadership abilities with focus on talent development and motivation
- Deep understanding of BPO operations, SLAs, and compliance requirements
- Bachelor's degree in Business Administration, Management, or related field preferred
- Exceptional communication and problem-solving skills