Operations Leader (BPO)

Key Responsibilities:

• Review and analyze program performance metrics to identify needs and opportunities for improvement.
• Provide written performance appraisals, setting clear objectives and expectations for team members.
• Act as a key escalation point for front-line team members to address and resolve operational issues effectively.
• Identify program-related issues and oversee the resolution process, ensuring timely and effective communication.
• Maximize the potential of team members through coaching, mentorship, and effective
• performance management techniques.
• Track client issues, maintain correspondence, and ensure timely resolution to enhance overall client satisfaction.
• Support organizational goals by implementing and facilitating processes that promote continuous improvement, leading to enhanced service quality and reduced operating expenses.
• Regularly review and optimize workflow...