Deskripsi Pekerjaan
Are you a high-impact leader ready to drive operational excellence in the telecommunications sector? IBEX Global Solutions is seeking a seasoned Senior Operations Manager to join our elite team at our Cyberpark location. In this pivotal role, you will be the cornerstone of our operational success, responsible for the strategic oversight of our Operations Managers, Team Leaders, and customer-facing representatives.
The ideal candidate possesses a robust background in the BPO and Telecommunications industry. You will be tasked with scaling performance, optimizing KPIs, and fostering a culture of high performance and employee engagement. If you are a visionary leader who excels in fast-paced environments and can translate complex data into actionable strategies, we want to hear from you.
Tanggung Jawab
- Provide strategic leadership and coaching to Operations Managers and Team Leaders to achieve site KPIs and service level agreements (SLAs).
- Monitor and analyze real-time performance data to drive continuous improvement in CSAT, NPS, and AHT.
- Manage the end-to-end delivery of client objectives, ensuring full alignment with telecommunications industry standards.
- Oversee workforce management initiatives to ensure optimal staffing levels and operational efficiency.
- Foster a culture of professional development, mentorship, and talent retention across all levels of the operations team.
- Collaborate with cross-functional departments including QA, Training, and HR to streamline processes and resolve escalations.
- Prepare and present high-level operational reports and business reviews to senior management and key stakeholders.
Kualifikasi
- Minimum of 5-8 years of leadership experience in a BPO, specifically within a telecommunications account.
- Proven track record of managing large-scale operations and diverse teams.
- Exceptional analytical skills with the ability to interpret complex data sets for strategic decision-making.
- Excellent communication and stakeholder management skills.
- Proficiency in CRM tools, WFM software, and standard office productivity suites.
- Bachelor's degree in Business Administration, Management, or a related field.
- Ability to thrive in a high-pressure, metrics-driven environment.