Operations Leadership Role

2 days ago

Lahore, Punjab, Pakistan beBeeLeadership Full time 800,000 - 1,200,000
Job Overview

We are seeking a highly skilled and experienced Operations Manager to lead our teams during assigned shifts. Your primary goal will be to ensure high-quality performance, operational efficiency, and a seamless workflow across all functions.

As an Operations Manager, you will be responsible for analyzing yesterday's performance and identifying areas for improvement. You will also highlight high and low performers among Supervisors and provide coaching to support growth.

You will maintain a positive and energetic atmosphere on the floor by updating whiteboards and recognizing top performers. Additionally, you will conduct sessions with agents who need additional guidance and support their development.

Key responsibilities include coordinating with managers to request swaps, leaves, or coverage as needed. You will also prepare lists of focus areas for Supervisors to address after reviewing cancellations and feedback.

Monitoring calls with Supervisors to assess their ability to identify areas where agents need coaching is another critical aspect of this role. You will report shift activity to managers and collaborate with WFM/Tech and relevant teams to resolve system issues.

Ensuring agent IDs are created, mapped, and synchronized at the BPO portal in collaboration with HR and Tech is essential. You will share cancellation/installation rate/close rate reports with agents and address their concerns regarding adherence, attendance, performance, and issues with other departments.

Performing tasks assigned by Manager operations and serving as a secondary POC if the manager is unavailable is also part of your duties. You will collaborate with the verification team to implement best practices in calls and suggest changes in cancellation processes to Manager operations.

Ultimately, you will set and meet performance targets for speed, efficiency, sales, and quality; monitor random calls to improve quality, minimize errors, and track operative performance.

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