Join our leadership team as Head of BPO.
As Head of BPO, you will drive the planning and execution of the roadmap throughout the BPO service development lifecycle.
You will also ensure that key departmental tasks are implemented correctly and on time, contribute to product and service strategies aligned with the company’s vision, and assess new product and service opportunities.
You will be responsible for developing and managing an empowered BPO service team with full staff to help you execute the plan and strategy.
Introducing Money X: Money X helps individuals, businesses, and financial institutions raise, manage, and distribute the capital they need to achieve their financial goals. At Money X, we combine the in-depth knowledge and experience of our experts with cutting-edge, innovative methods and the latest market data to deliver comprehensive and optimal solutions for all of our clients' financial needs.
Your Role: The BPO Head is an operations manager responsible for directly managing the department's daily workload across multiple programs, including operations, ensuring all necessary resources are available to respond to the volume of serviced communications, managing day-to-day business operations, and communicating with the Workforce Management, Training, IT, and Quality teams. The Head of Department is responsible for the service, quality, and overall performance of the department's operations to the Board of Directors.
Detailed Information
Main Responsibilities
- Manage supervisors and specialists to ensure quality, productivity, and customer satisfaction. - Monitor, track, and evaluate based on KPIs and provide continuous feedback to ensure all standards are met. - Develop all necessary competencies at the lower levels to have a fully engaged, skilled, and effective team. - Provide monthly, daily, or weekly updates on processes and procedures. - Conduct in-person meetings with superiors to evaluate the department's performance and effectiveness. - Ensure customer needs are met through the creation and implementation of Written performance improvement plans.
- Identify and implement process improvements to boost performance.
- Working in direct communication with customers when resolving arising issues.
- Coordinating with different departments in the process of resolving customer issues.
- Participating in weekly management meetings, contributing content by sharing ideas, providing feedback, and making suggestions.
Money X accompanies founders, businesses, and organizations seeking strategic solutions for sustainable growth, optimized operations, and enhanced decision-making capabilities.
