Responsible for assessing operational performance, developing performance enhancement strategies, and implementing action plans to achieve business objectives.
Primary duties may include but are not limited to:
- Reviews and enhances operational performance of all operations teams. Audits PE team efficiency and accuracy. Initiates, implements, and audits action plans.
- Monitors process improvements on current workflow/procedures to ensure continuous and ongoing enhancements.
- Coordinates action plan reviews. Partners with cross-functional groups to design/deliver technical training programs and monitors effectiveness of service training programs.
- Serves as a mentor and coaches newer PE leaders.
- Drives employee engagement.
- Hires, trains, coaches, counsels, and evaluates performance of direct reports.
- Must have 7-10 years of experience in a progressively complex customer service environment, with specialization in the areas of operations, quality assurance, data analytics, and continuous improvement.
- 5+ years of experience in managing teams and developing others, with proven expertise in designing and implementing successful quality programs in the BPO setting.
