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Operations Manager
2 months ago
We are seeking a highly skilled and experienced Team Manager to join our team at Full Potential Solutions. As a Team Manager, you will be responsible for leading a team of agents and driving performance to deliver exceptional results for our clients.
Key Responsibilities- Team Performance Management: Analyze team performance, identify areas for improvement, and implement strategies to drive results.
- Client Escalations: Handle client escalations, root cause analysis, and drive new initiatives to resolve issues.
- Team Development: Hire, train, coach, and lead lifestyle assistant specialists to provide exceptional support for customers.
- Process Improvement: Prepare reports, analyze data, and identify opportunities to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Compliance and Governance: Ensure compliance with company policies, including house rules, attendance policy, and PIP guidelines.
- Leadership Experience: Minimum of 2 years or more in a supervisory role, with BPO experience an advantage.
- Communication Skills: Excellent verbal and written English communication skills.
- Problem-Solving: Ability to solve urgent matters and work under pressure.
- Technical Skills: Detail-oriented and tech-savvy, with proficiency in G-Suite and Zendesk.
