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Service Delivery Ops Lead Manager with English

Sofia Job No. 12394834 Full-time - On-Site

Job Description

The Operations Manager is responsible for overseeing the day to day operations enablement of the sales program they are supporting. This role involves managing a group of enabling function leads who are responsible for ensuring operational efficiency, meeting sales targets, maintaining high quality standards, and implementing process improvements. This role ensures that all support services are aligned with business goals, operational standards are maintained, and continuous improvements are made to enhance overall efficiency and effectiveness.

Responsibilities:

  • Support sales performance achievement of assigned programs.

  • Identify opportunities for efficiency and continuous program improvement and innovation.

  • Develop and implement effective workforce management strategies.

  • Manage the creation and distribution of regular operational and performance reports.

  • Provide actionable insights to senior management and other stakeholders.

  • Develop and maintain quality standards and procedures.

  • Collaborate with the operations team to enhance service quality and client satisfaction.

  • Design and implement comprehensive training programs for new hires and existing employees.

  • Foster a culture of continuous learning and professional development.

  • Identify opportunities for process improvements across all support functions.

  • Collaborate with cross functional teams to drive operational excellence.

Qualifications

Qualifications:

  • Minimum of 5 years of experience in support services management, with at least 2 years in a managerial role within a BPO or ad sales environment.

  • Strong leadership and team management abilities.

  • Excellent analytical and problem solving skills.

  • Proficiency in WFM tools, reporting software, learning and quality management systems.

  • Effective communication and interpersonal skills.

  • Ability to work under pressure and meet deadlines.

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