Operations Manager

We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Operations Manager Position Description

Acquire BPO is an award-winning business process outsource provider, to some of the world's largest brands operating contact centers and back-office services from offshore, nearshore, and onshore locations to clients globally and serviced from Australia, Dominican Republic, Philippines and the United States. Known for our commitment to safety, flexibility, and innovation, we strive to be the partner of choice for businesses looking to leverage the best global BPO and AI resources. Our employee value proposition, Come for a career, stay for the fun, underscores our commitment to a vibrant, inclusive, and engaging work environment.

Why Join the A-Team?

Come for a career, stay for the fun!

• Grow your career - yes, we love to promote internally
• Do meaningful work and collaborate with the best
• Celebrate at our employee engagement events
• Bi-weekly pay
• Eligibility for Benefits: Health Insurance, Life Insurance, 401K plan and more
• Paid Time Off and Company Paid Holidays

A Glimpse Into Your New Role

As an Operations Manager Sales, you'll be responsible for leading omnichannel inbound and outbound contact center operations, budget management, managing support services and managing 3rd party relations.

You will utilize your leadership and business acumen to ensure the profitability of your Company program and accounts while ensuring that Company and Client-Partner Service Level Attainment Objectives, Key Performance Indicators (KPIs), business objectives, and sales targets are consistently achieved.

You are also expected to maintain company-set ratios for staffing for smooth operations of the program, and that the Agent and Operations Support Staffing requirements are sufficiently and continuously meeting the forecasted customer contact volume and allocated billable hours. You will ensure that everyone within the program strictly abides by the Company and Client policies and procedures, while being consistent in recognizing and rewarding top performers. You are expected to be strict in carrying out disciplinary and corrective performance improvement management actions for non-performers.

• Ensure profitability of the program(s) by driving the attainment of Client specified KPI and targets.
• Monitor the contact queue to ensure that service metrics are met, as well as monitor sales metrics through proper performance coaching, training and consequence management, etc.
• Uphold company policies as related to the programs and drive for adherence to such policies.
• Tightly manage employee and staff attendance, schedule adherence, and manage decorum in the workplace.
• Coordinate with Workforce for net staffing requirements and scheduling of agents ensuring leaves, absences, and attrition are effectively managed.
• Effectively onboard new hires in collaboration with Facilities, Client Services, Training and Recruitment.
• Dutifully conduct performance planning, coaching appraisals/feedback meetings and fully endorse and support the performance management policy.
• Ensure that proper action is taken for non-performing supervisors as well as those with documented infractions against company policies.
• Provides coaching and mentoring to those who do not meet their metrics.
• Spearhead the design, implementation and management of incentive schemes to drive positive performance.
• Ensure objective stack ranking of team members are completed in terms of Company and Client metrics and performance goal to provide solid basis for performance assessment.
• Provide opportunities for immediate coaching for associates and team leaders for improved performance.
• Liaise with senior level management and the Client regarding programs' performances.
• Analyze necessary information, e.g., outlier management and translate this to tangible and relevant data driven continuous improvement planning and execution.
• Generate value added actions or initiatives for strengthened partnership between the clients.
• Promote and demonstrate Acquire's values internally and externally.
• Assist senior level leaders with site facilities buildout, cost containment, supplies and other management initiative as assigned.
• Performs other job duties as required to grow and sustain the business.

What You'll Bring

• 3 to 5 years of BPO / Contact Center experience with hands-on inbound and outbound sales operations program leadership.
• Must have first-hand experience with omnichannel customer relationship management systems including outbound dialer settings and management
• Must have knowledge and experience with managing and monitoring operational program compliance to the US Federal Communications Telephone Consumer Protection Act (TCPA).
• Extreme ownership, you are self-motivated, a self-starter, and a business owner.
• Superb client relations management, a servant leadership mentality, and excellent people-management skills.
• Adaptive to changing work schedules and environment.
• Operates with very minimal direction and supervision.
• Proven time management and multi-tasking skills.
• Detail oriented, analytical, problem-solver, and sound decision maker.
• Project management and presentation skills.
• Professional communication skills both verbal and written.
• Ability to plan, organize, and coordinate initiatives and efforts.
• Ability to develop Agents and Team Leaders to become critical thinkers and empower Leader - Leader development supporting Client and Company initiatives.
• Possess excellent communication skills that they can impart to respective agents and Team Leaders.
• Should be able to train the team to all updates and changes in the processes of the campaign
• Strong knowledge of Microsoft Office applications: PowerPoint, Excel, Word, Teams, etc.
• Bilingual (Spanish) is a plus

With a diverse global team working together, we proudly embrace and live these shared values:

• Collaboration: Brilliant jerks can be brilliant elsewhere.
• Impact: Do, get it done, create impact.
• Passion: Be positive and bring passion and energy.
• Transparency: A transparent team can help each other.

What are you waiting for?

Join the A-Team and experience the A-Life!

Acquire BPO is an Equal Opportunity Employer

http://Welcome to Acquire BPO (youtube.com)

Join the A-Team and experience the A-Life!