Posted 3 months ago

Real Estate Jobs, Tatu City Jobs.

Key responsibilities:

Lead the end-to-end setup of BPO operations, including infrastructure, processes, and team structures.
Develop and implement operational policies, SOPs, and performance metrics for BPO and call center operations.
Manage call center operations, including call handling protocols, escalation procedures, and quality assurance.
Ensure compliance with Payment Card Industry (PCI) standards and implement best practices for data security.
Manage budgets, resource allocation, and cost optimization strategies.
Create scalability frameworks for multi-site or remote team expansion, including budgeting and resource planning.
Develop and maintain business continuity and disaster recovery plans.
Identify and implement technology solutions to enhance efficiency and scalability.
Recruit, train, and manage a high-performing operations team, design onboarding programs and continuous learning initiatives.
Monitor KPIs and SLAs, driving continuous improvement and operational efficiency.
Foster a culture of accountability, collaboration, and customer-centricity.
Act as the primary point of contact for client operations-related matters and prepare operational reports for clients and leadership.

Requirements

Bachelor’s degree in business administration, Operations Management, or related field
A master’s degree is preferred
At least 7 years of experience in BPO operations, with at least 3 years in a leadership role.
Proven track record in setting up and scaling BPO operations.
Strong understanding of BPO processes, KPIs, and compliance requirements.
Experience managing call center operations and developing SOPs.
Strong understanding of Payment Card Industry Data Security Standard requirements and implementing best practices in secure environments.
Excellent leadership, communication, and stakeholder management skills.
Proficiency in operational tools and technologies.

How to Apply

Click here to apply