Operations Manager (BPO)

OPERATIONS MANAGER

The Operations Manager plays an essential role in the operation of our organization since they support the supervision of the teams to guarantee a smooth operation to achieve the client’s satisfaction.

Responsibilities are as follows and not limited to:

An Operations Manager for LSG is expected, but not limited to comply with the following tasks and responsibilities for the Management position:

• Responsible for guaranteeing the customer experience and handling escalations from the operational side.
• Process and follow up on permissions and medical leaves requests, involving the appropriate department on pertinent request.
• Handle at least 75% of account escalations and only when needed, escalate them to the Director of division.
• Maintain great communication and relationship with both staff and clients.
• Have extensive knowledge of account details, including the business model, headcount, positions, points of contact (POCs), key performance indicators (KPIs), and performance metrics.
• Responsible for overseeing and solving the operational client’s requests (Hiring processes, operational changes, conflicts resolution between employees).
• Report to the Director on any event that happened throughout the week, and status of the accounts, which will bring to the table the opportunity to present projects or plans for continued growth.
• Identify opportunities for upselling and cross-selling additional services to existing clients.
• Implement Management by Walking Around (MBWA). This method will facilitate open and direct communication between Ops and staff, increase employee engagement, and help identify areas of opportunity before they escalate, among other benefits.
• Manage, as the first point of contact for employees, all PFIs, permissions & vacations requests, EDDs, salary requests.
• Audit and have understanding on performance monitoring, KPIs for the account and workload trends.
• Supervise the productivity reports shared with clients by the QA and WFA departments and have a thorough understanding of what is being shared.
• Attending check-in meetings with internal departments and clients when required.
• Responsible for preparation, support and attendance of client visits to our office (from their accounts) and welcoming dinners.
• Responsible for requesting and development of QBRs. Lead and/or support the QBR presentation if required.
• Send to the candidates the needed feedback following the interview feedback protocol in place and the next steps if applicable.
• Provide proper expectations for the employees when joining an account.
• Maintain confidentiality for both the account and the company.
• Analyze on a regular basis the workload with QA and WFA to ensure the staff has the capability of accomplishing and meeting the client’s expectations. In addition to schedule alignment meetings with the above-mentioned departments to review such information.
• Find support in the Supervisor, Team Leads and Account Managers and work hand in hand with them, providing support and assistance (including any disciplinary actions)
• The Operations Manager needs to be well informed to keep the staff updated about the evolution of the company’s processes, keeping them accountable to adhere to the correct procedures.
• The Operations Manager is responsible for accurate and timely payroll processing, ensuring compliance with regulations, procedure and company policies, providing documentation for audits, transparently communicating payroll information to employees, and maintaining confidentiality through standardized procedures.
• Report all extra charges for the assigned clients through the Billing App favoring transparency and accuracy in financial transactions and client invoicing processes to ensure timely billing to the client. This is imperative, as failure to report such updates on the designated dates in the payroll schedule impacts the employees’ wages.
• Assist with the creation of the Formato de Explicación de Hechos (FEH), needed on any disciplinary measures to be applied to the staffer.