Santo Domingo
Dominican Republic
738




Site Operations Manager (MCO)
Santo Domingo, Dominican Republic

Our client, a leading company in the BPO industry globally and locally, is looking for a Site Operations Manager for one of their dominican site, to lead corporate initiatives that ensures site performance. This person will report to the Regional Operations Director or Country VP, and should have excellent english. Also, it will be required a 50% travel availability, therefore US visa is a must.

Position Summary

  • Coordinate the correct application of Teleperformance Global Essential Security Policies
  • Regulate the compliance of Teleperformance operating standards
  • Manage to meet gross profit and SGA budget
  • Lead ESAT and KSAT plans to meet annual targets

Key responsibilities and accountabilities

  • Elaborate annual tactical plan aligned to business plan goals and follow up on a constant basis
  • Develop direct reports and potential Operational leaders
  • Manage a healthy site performance scorecard based on annual strategic plan of the country market
  • Supervise GESP, TOPS, BEST AM, BEST QA and regional Operations basics compliance
  • Supervise contractual compliance and SLAs achievement
  • Authorize client needs assessment and propose resources needed
  • Guide Operations to maintain a strong partnership with clients
  • Report Gross profit deviations and action plan to Regional Operations Director
  • Report monthly performance to Regional Operations Director
  • Supervise adherence of operations financial assumptions and SGA budget
  • Propose operational assumptions for financial planning
  • Coordinate effort with HR Manager to support ESAT and employee retention plans
  • Lead the local support areas towards company objectives.

Decision Making Authority

EXPECTED DECISIONS

  • Revenue and GM% Action plan
  • Account management structure
  • Authorize client needs assessment
  • Manage a healthy site performance scorecard based on annual strategic plan of the country market
  • Direct report workload

EXPECTED RECOMMENDATIONS

  • Propose operational assumptions for financial planning
  • Propose inversion required in staff
  • Guide Operations to maintain a strong partnership with clients
  • Coordinate effort with HR Manager to support ESAT and employee retention plans
  • Propose Operations staff training content
  • Propose Operations staff hardware and software needs


MAIN JOB REQUIREMENTS

  • Education and specific Training
  • Preference of Bachelor: Engineering, Science & Law
  • Nearshore market: English proficiency level 3 / Spanish native or fluent


Work experience

5 years on a management position, preferably from the contact center industry

Special Certifications

Preferable: COPC certified

Required Skills

Technical Skills

  • Intermediate usage of MS Office standard tools (Outlook, Excel, Word and Power point)
  • Intermediate knowledge of Call Center Systems (AVAYA CMS Supervisor (or equivalent))

Quality tools :

  • Root cause analysis
  • Cause and effect diagrams
  • Histograms
  • Control Charts

Soft and specific skills

  • Adaptability
  • Customer orientation
  • Teamwork
  • Communication
  • Initiative
  • Leadership
  • Strategic thinking
  • Team development,
  • Results-oriented
  • Change Management
  • Empowerment


PLEASE APPLY TO THIS JOB ONLY IF YOU HAVE THE REQUIRED SKILLS ON THE JOB DESCRIPTION, OR IF YOU HAVE BEEN SENT HERE BY THE RECRUITER IN CHARGE OF THIS ACCOUNT.

Click here to apply online