We are seeking a highly skilled and process-oriented Operations Supervisor to oversee our diverse network of virtual talents across the outsourcing sector. This role demands a proactive leader who combines sharp analytical skills with non-technical project management expertise to ensure the effective delivery and optimization of services. The ideal candidate will be adept at developing robust operations strategies, managing team performance, and maintaining strong client relationships.
Work schedule
- 8am to 2pm US Central Time
Responsibilities
Design and implement a comprehensive onboarding workflow for new virtual talents, ensuring a smooth transition and integration with client operations.Collaborate with the leadership team to refine onboarding processes and maintain efficient, up-to-date records.Employ industry best practices in attendance monitoring, using advanced tools to track and optimize workforce schedules effectively.Analyze attendance data to identify trends, proactively addressing any deviations and optimizing team availability.Provide regular coaching and developmental feedback to virtual talents, customizing approaches to meet individual and team growth needs.Serve as the primary liaison between clients and the company, ensuring all communications are proactive and responsive to client needs.Implement feedback mechanisms to capture client insights, using this data to drive continuous service improvement and strengthen client relationships.Develop and enforce rigorous performance management strategies that align with industry benchmarks, fostering a culture of continuous improvement.Utilize data-driven insights to pinpoint operational enhancements and spearhead targeted improvement initiatives.Streamline administrative tasks associated with outsourcing operations by integrating automation tools and sophisticated project management systems.Work closely with the leadership team to optimize administrative and operational workflows.Manage recruitment processes from job posting to interviewing and onboarding, ensuring alignment with strategic goals and compliance with HR standards.Oversee disciplinary actions and maintain meticulous records, ensuring all processes comply with applicable HR regulations and standards.Qualifications
- Exceptional communication skills with a near-native accent.
- Proven track record with a minimum of 5 years in BPO operations management.
- In-depth knowledge of CRM systems, project management tools, and social media platforms.
- College degree preferred, preferably in a relevant field.
- Strong attention to detail.
- Enjoys critical thinking discussions, problem solving and learning more.
- Drives an engaging, fun, learning work culture.
Other requirements
Computer/laptop
Processor: Intel Core i5 or higher
RAM: 8GB or higher
Storage: 256GB SSD or higher Operating
System: Windows 10 or macOS
Display: 13-inch or larger screen size with a resolution of 1920x1080 or higher
Battery Life: Minimum of 8 hours
Internet
10 Mbps download and 5 Mbps upload
Accessories
Webcam
Noise-canceling headset with mic
Work set-up
Professional/presentable background
Quiet and distraction-free area