• Strategic Planning and Execution:
  • Develop and implement operational strategies to align with organizational objectives.
  • Establish short-term actions aligning to the set OKRs.
  • Ensure that operational plans are scalable and adaptable to business needs.
• Process Optimization:
  • Evaluate and improve existing processes to enhance efficiency.
  • Identify gaps in the processes and develop solutions to improve productivity.
  • Lead initiatives for continuous improvement and innovation withinthe team.
• Team Leadership:
  • Manage and mentor a team of Team Leaders and QA, fostering a culture of accountability and excellence.
  • Conduct regular performance reviews, provide feedback, and design professional development plans.
  • Promote team collaboration and resolve conflicts to maintain a productive work environment
• Reporting and Analytics:
  • Track and report on key operational metrics to senior management.
  • Analyze data to identify trends, forecast requirements, and support decision-making.
  • Prepare detailed reports and presentations on operational performance and outcomes.
• Escalation Management:
  • Act as the primary point of contact for managing escalations related to sensitive tasks, ensuring timely resolution while maintaining service quality and stakeholder confidence.
  • Establish clear escalation protocols and support Team Leaders and Prime Agents in handling complex or high-risk cases.
  • Proactively identify patterns in escalations and collaborate with cross-functional teams to drive root cause analysis and implement corrective actions.
• Workforce management when required:
  • • Develop and maintain short- and long-term workforce plans to meet business objectives and seasonal demand fluctuations.
    • Analyze workload forecasts and staffing levels to ensure optimal resource allocation across functions or shifts.
    • Monitor headcount, attrition, and productivity metrics to proactively identify staffing gaps and recommend solutions.
    • Support talent acquisition planning by identifying future hiring needs and skill requirements
  Job recruitment

You have:

• Education: Bachelor’s degree or equivalent experience in relevant fields.
• Experience: Proven experience in operations management, preferably in a real-time and dynamic environment.
• Strong leadership and team-building abilities.
• Excellent problem-solving and decision-making skills.
• Exceptional organizational and time management skills with the ability to multitask.
• Proven track record of achieving performance metrics and driving operational improvements.
• Excellent abilities to work in a team, but to also act independently when needed.
• Outstanding communication and interpersonal skills.
• Excellent organizational and leadership skills, with a problem-solving mindset.
• Capability to work under pressure in a changing environment.
• Positive attitude and open for changes