Operations Manager Belize City
CustomerHDWhy Choose CustomerHD BPO?
- Reliable Payments: Always paid on time, every time!
- Additional Perks: Stipends for home internet and travel.
- Paid Training: We invest in your success from the start!
Still need convincing? Here’s what our team has to say:
“I love the positive energy of my team and the constant support from our Team Lead!”
“The leadership here is so welcoming and friendly. Unlike other places where upper management feels unapproachable, at CustomerHD BPO, the bosses treat everyone with respect and kindness – the way it should be!”
“I LOVE this job because it’s the only one that accepted me as a junior college student. I can work around my school schedule. Thank you for the opportunity!”
“Working here has been such a refreshing experience in the BPO industry. It’s less stressful and offers a positive work environment. I’m really enjoying my time at CustomerHD BPO!”
Our headquarters are located in Raleigh, NC, USA, and we’ve recently expanded to Belize City! We’re not just another BPO — we’re redefining the industry by creating a culture that values our people as much as our clients.
Yes, we provide email, phone, and chat support, but what sets us apart is our commitment to you. At CustomerHD BPO, we:
- Empower you to think critically and solve problems creatively.
- Foster an environment that supports both your professional and personal growth.
- Make work enjoyable, blending fun with meaningful contributions to your goals.
Come be part of something different. Welcome to CustomerHD BPO!
The Operations Manager oversees the daily operations of a call center, ensuring efficient workflows and effective team coordination. They manage call center representatives, focusing on delivering exceptional customer service and achieving operational goals. Additionally, the Operations Manager offers guidance and support to staff while developing strategies to enhance overall performance and customer satisfaction.
Key Job Responsibilities:
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Led teams to meet and exceed business objectives (client and corporate service, quality and contribution goals, and financial, metric, and employee satisfaction goals), ensuring the consistent achievement of all financial and operational KPIs across the site.
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Direct involvement in recruitment, selection, induction, and ongoing skills development for all direct reports, ensuring we attract and retain the best talent.
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Line management responsibility for supervisors/team leaders who manage the day-to-day operations of a team of customer service specialists/advisors who handle customer questions and issues.
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Supervisory responsibility for multiple teams with more than one client.
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Undertake formal quarterly performance reviews and one-on-one meetings with direct reports against KPIs.
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Apply a process of continuous review and proactive management of absenteeism and attrition across all Teams taking appropriate action where necessary.
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Management of any campaign migration or new business implementation.
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Ensure actions from Employee Satisfaction surveys are implemented and continuously reviewed.
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Overall accountability for training, development, and mentoring of direct reports to provide opportunities for skills expansion and career development.
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Facilitate a culture of open and honest two-way communication ensuring key messages are cascaded.
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Manage client relationships at an operational level by coordinating information and data requests and delivering these within agreed timescales and to the required quality.
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Coordinate responses to any client change control requests. Ensure call monitoring is undertaken in line with company and client policies, and report monthly across representative samples of all transaction types and appropriate action is taken to correct any shortfall.
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Ensure client satisfaction surveys are undertaken, and action plans are implemented and reviewed. Manage any client escalations relating to the operational team’s performance.
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Apply process for tracking client satisfaction and complaints regarding response and resolution.
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Ensure process audits are completed quarterly for each customer-related transaction and improvement plans agreed upon.
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Prepare, analyze, and present data to the client during monthly performance reviews.
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Action commercial decisions affecting P&L.
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Ensure forecasts and work schedules are accurately completed using relevant client information and scheduling tools.
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Ensure integrity and accuracy of financial reporting and analysis on both site and client levels. Ensure budgeted revenue and EBITDA is achieved, by ensuring clients are invoiced for all ’billed hours’.
- Degree or equivalent combination of education and directly related experience. Business Management/Administration or a similar degree is desired.
- 2+ years of directly related experience, in a customer support Call center environment.
- A minimum of two years of management experience and a stable background as a product specialist, technical support agent, or customer service advisor are desired.
Skills:
- Strong leadership skills with the ability to manage multiple teams and large groups of people.
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Performance Management Skills (coaching, conducting an appraisal).
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Strong verbal/written communication and facilitation skills.
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Strong interpersonal skills and experience demonstrating successful customer/client relationship management. Good computer skills.
- Training & Development
- Bonus and Incentive opportunities