Operations Manager

We are seeking an Operations Manager to lead our team and drive business operations, ensuring the best possible customer experience for our clients.

Responsibilities:

• Manage day-to-day business operations and a team, reporting to the Sr. Operations Manager.
• Utilize advanced finance knowledge for billing and invoicing.
• Serve as the point of contact for TaskUs client relationships, providing performance updates and presenting in business reviews.
• Work closely with team leaders and teammates to ensure they have the necessary skills and knowledge.
• Implement an advanced coaching structure.
• Manage shrinkage to meet company goals (10%).
• Consistently meet key performance indicators (KPIs) such as CSAT, AHT, Resolution rate, and Shrinkage.
• Scale operations, drive performance management, and foster employee retention.
• Plan and execute teammate engagement activities with and without a budget.
• Conduct interviews for Team Leads and promote department culture.
• Multitask and manage multiple clients simultaneously.
• Ensure accountability in the safety and health management system.
• Define and allocate financial and technical resources for occupational health and safety.
• Ensure compliance with legal requirements and adopt effective provisions for hazard management.
• Collaborate in the development of activities for accident prevention and health promotion.
• Guarantee worker participation in occupational health and safety matters.
• Inform workers and stakeholders about occupational health and safety developments.
• Ensure worker training in occupational health and safety.
• Review the Occupational Safety and Health Management System (OSHMS) annually.
• Maintain communication with personnel regarding their occupational safety and health needs.

Requirements:

• BPO experience preferred.
• Two years of experience managing supervisors in a call center environment (preferred).
• Two years of client management experience (required).
• Bachelor's degree in business administration or management (preferred).
• Excellent communication and presentation skills.

What We Offer:

• Competitive industry salary ($117,000 - $175,000 per year).
• Comprehensive benefits package including medical, dental, and vision insurance, 401(k) with company match, and paid time off.
• Opportunity to work in a dynamic environment with a People First culture.

Job Expectations:

• Flexible schedule, potentially including evenings and weekends.
• On-site work at one of our offices.

Competencies:

• Strategic Planning
• Process Improvement
• Resource Management
• Performance Metrics
• Team Leadership
• Client Relationship
• Risk Management
• Stakeholder Management
• Decision Making
• Communication Skills