Job Opportunity

BPO Supervisor

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Company:

Geo Strategy Partners Services is a first mover in the IOT/ Helium/ Hotspot/ Blockchain space, GSPS is a near shore multi-faceted BPO support platform based in Atlanta, GA., USA with offices in Managua, Nicaragua; Hamburg, Germany and Beijing, China.

Job Summary:

BPO Head of Operations: Reporting to the Contact Center Manger, the BPO Head of Operations will be responsible for the personnel, processes, and performance of the GSP Services Contact Center. This shall include recruiting, training, managing, motivating, and developing personnel. It will also include developing the support platform, operational procedures, and organizational architecture to support scalable profitable growth.

Role:

The candidate must have a strong and proven BPO leadership background. The right candidate will be creative and nimble-minded yet disciplined and organized. He or she will have great attention to detail which having a vision of a bigger future. Depending on experience, the candidate will likely enter as a BPO supervisor and grow his or her own opportunity by supporting the increased efficiency and scale of the business.

Job Duties:

  • Leading and delivering complex client engagements
  • Help to identify, design, and implement creative business solutions for the company
  • Implement and oversee the quality of deliverables
  • Manage team relationships effectively to ensure exceptional performance; as well as participate in the development and presentation of proposals for business development, if needed
  • Ensure teams are engaged with KPIs, business operations objectives and work plans
  • Conduct regular meetings to improve productivity, project knowledge, and client satisfaction
  • Monitoring and evaluating project performance, providing learning or coaching opportunities, and taking corrective action, if necessary
  • Working with leadership and management team members to build staff capacity and empower others to achieve
  • Proven financial management, analysis, and budgeting competencies
  • Prepare business reports based on data and analytics for internal executives and external clients using different sources of information
  • Strong organizational policy and process improvement skills.
  • Business acumen

Education:

  • Undergraduate bachelor's degree (or equivalent) in Marketing, Economics, Business or Management related fields
  • Master’s degree in Marketing, Economics, Business or Management related fields preferred

Experience:

  • Proven +4 years of experience as project and staff management leadership in an established BPO serving global clients is required
  • Global client management experience important
  • Coaching, training, and motivational and performance evaluation process

Skills:

  • Fluent and proficient verbal (accent neutral) and written English skills
  • Other language capabilities a plus
  • Strong understanding of BPO policies and services
  • Excellent problem solving, leadership, and client management skills
  • Analytical, efficient, and thorough
  • Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours
  • Strong technical competencies in MS Office suite
  • Knowledge of Caspio, Click Up, Zoho, Call Tracking Metrics, 3CX, etc. is a plus
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