Senior Operation Manager (BPO)

Gear Inc. (Thailand) (Bangkok, Bangkok City, Thailand)

Bangkok, Thailand

Gear Inc provides tailor-fit BPO solutions which seamlessly align with every clients’ needs, to form a highly-tuned engine of growth that helps our clients achieve their goals. Across multiple industries and timezones, our dedicated and passionate workforce of over 6,000 people are the backbone of how we deliver world-class business services for the world’s leading brands. We continue to invest significantly in our technology, our people and our business to best serve our clients - whenever and wherever they need.

About this position

The Senior Operation Manager (BPO) is responsible for overseeing day-to-day operations, ensuring client KPIs are met, and providing strategic direction for process improvements and operational excellence.

Responsibilities

• Direct and oversee day to day operations within the centre through effective leadership and efficient management of operations and support resources.
• Ensure delivery of all client KPIs and targets. Create consistency in performance and business process across all Lines of business.
• Motivate and effectively performance manage Operations Managers and functional leads, provide direction, mentoring, coaching, and leadership support. Identify any knowledge and competency gaps for training and improvement.
• Provide strategic direction and guidance to all Lines of Business on process improvements and operational excellence ensuring alignment to the overall business strategy of the organization.
• Ensure adequate staffing of highly skilled and qualified workforce across all roles and functions. Ensure proper staffing levels relative to volume forecast & capacity plan in coordination with client and internal teams.
• Recommend policies, procedures, and applications relevant to the goals of the organization and client success.
• Host internal and external Business reviews on a regular basis and present operational performance, clearly communicate insights, ensure all operational concerns are resolved.
• Hold weekly meetings with all functional leads and direct reports reviewing operations performance, addressing needs and opportunities for improvement.
• Maintains good working relations with clients and serves as the customer's primary point of contact creating open and effective communications across all aspects of the program.
• Anticipate client needs proactively and translate requirements into executable action plans with clear objectives, goals, and timelines.
• Maintains an elevated level of morale and productivity within the centre, lead by example and cultivates a positive workplace environment that promotes company culture.
• Design Implement and Manage a holistic Wellness Engagement Program that covers physical, mental, professional, and social health, maintain high employee satisfaction.
• Keep up to date with industry developments, best practices and social events that may impact the business.

Requirements

• Bachelor Degree or Higher in any discipline.
• 15+ years experience with minimum 3 years in senior manager or directorial level.
• Preferably has managed content moderators / team leads before.
• Managed at least 1000 FTEs across multiple markets.
• Proven track record of meeting and delivering targets and commitments.
• Good English communication (C1 Proficiency).
• Strong managerial, critical thinking and problem solving skills.
• Strong analytical and decision making skills.
• Proficient in Google Suite and online collaboration tools.