Results-oriented and dynamic Operations Manager with more than a decade of progressive experience in managing massive teams, improving performance, and ensuring organizational growth in customer service, sales, and support operations. Proficient in managing KPIs, HR tasks, process improvements, and strategic planning, with the ability to effectively integrate operational discipline and employee engagement.
Key Strengths:
- Operational Effectiveness: Highly skilled in developing and implementing performance management processes, performing root cause analysis, and implementing action plans based on Balanced Scorecard strategies.
- Leadership & Coaching: Experienced in coaching team leaders and customer service agents, side-by-side coaching, and providing performance feedback to fill skill and behavioral gaps.
- Human Resource Management: Proven experience in recruitment, employee induction, payroll management, compensation analysis, disciplinary procedures, and employee development initiatives.
- Strategic Planning & Business Development: Collaborated with senior management to develop revenue-generating ideas, cost-effective business models, and organizational budgets while tracking cash flow and profitability.
- Cross-Functional Teamwork: Experienced in streamlining efficiency in HR, IT, and Finance support operations, ensuring effective coordination and communication among functions.
- Data-Driven Decision Making: Strong background in developing and delivering performance reports, analyzing trends, and justifying operational performance during executive meetings.
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