Position : Operations Manager

Location : San Antonio, Texas

Job Responsibility :

IGT Solutions is looking for a Operations Manager from Contact Center background to lead Digital Contact Centre Operations with experience of managing site level operations end to end.

• 8 years of experience in Customer Operations, Contact Center Operations, BPO Operations
• Should have deep knowledge and understanding of the BPO / Contact Centre operations, Competition & Market trends in BPO industry
• Must have managed 100-200 FTE across Voice, Chat, Back-office and other Omni channel BPO customer operations
• Experience in P&L management preferred with understanding of budgeting, financial planning, project and site level financials at Gross, Operations and EBITDA margins
• Lean Six Sigma Green Belt / black belt trained / certified (preferred)
• Accountable and responsible for Present reviews to the Client on monthly basis. Generate additional process insights, capture end customer voice and share with client
• Drive Entire Operations through Leading and assigning team responsible for delivery.
• Education Bachelor’s Degree from a recognized university with MBA / Masters Degree (preferred)
• Should be willing to work in a 24x7 environment
• Proven ability to build, manage and foster a team-oriented environment.
• Have an ability to understand Staffing adherence and Schedule Adherence
• Proven ability to work creatively and analytically in a problem-solving environment.
• Excellent communication (written and verbal) and interpersonal skills.

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

Last updated : 2024-06-19