Associate Operations Manager - Belmopan

Transparent BPO is a leading provider of contact center BPO services. We are looking for an Associate Operations Manager to support daily activities of the assigned program, identify trends, and drive performance. In this role, you will work closely with the Operations Manager to support and develop the SMEs, QAs, and Team Leaders.

Requirements

• Monitor campaign and agent performance and put in corrective measures as needed.
• Work with Client Services / Operations Manager to help identify performance issues and ensure proper proactive measures are being taken.
• Communicate with Client Services / Operations Manager on performance goals, agent issues and any other information that a client would need to know.
• Evaluate Team Leader performance and attendance.
• Find ways to enable team leaders’ development through continuing training, goal setting, individualized feedback, etc.
• Prepare Development plans for all direct reports.
• Ensure that Team Leaders are managing their agents’ punctuality, attendance, leaves and breaks properly.
• Track and Review all adherence numbers.
• Review and Approve all payroll reports in the required deadlines.
• Create and cultivate excellent sales, customer service or technical support environment on the call floor with the use of games, motivation, etc.
• Oversee all Tier 1 human resources issues such as leaves, vacations, and other requests.