Descripción de la Oferta

Accedo is currently on the look-out for a Senior Operations Manager.

The SOM is responsible for the strategic planning and execution of service delivery operations.

Core duties include management of staff and development of processes to ensure the continuous improvement in the delivery and quality of services.

Responsibilities include meeting SLAs, Client's satisfaction scores, operational metrics and P&L.

Execute the vision for the operation and is continuously engaged in leading and inspiring the team in developing best practices.

Requirements & Qualifications:

Bachelor's degree in business or related area of study is a must.

At least 2 years of BPO / Call Center in a management / leadership role.

Ability to work a flexible schedule including weekends, holidays, overtime, on-call, and shifts outside of business.

High analytical skills.
Exceptional human relations skills.
A team player who can partner with all stakeholders
Able to work in a diverse team environment and lead managers, supervisor and staff.
Graceful under pressure and stressful situations.
Travel: Ability to travel international up to 30%.

Preferred Competencies:

Skilled in data analytics and interpretation to enable making and communicating recommendations.
Creative problem solving and negotiating skills to drive decisions.
Capability to work effectively in a team-based organization, with the ability to collaborate cross-functionally and lead and motivate global teams.
Ability to openly, positively and clearly communicate with a variety of constituents.
Excellent written and oral communication, ability to bridge client and internal service delivery priorities.
Knowledge of Six Sigma is a plus.

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