Operations Manager (Contact center)
Aviso de fuente externaen BMA Group Global
Oversee contact center operations and lead the implementation, transition, launch, and stabilization of new client programs at BMA Group Global.
1 candidato se postuló a esta vacante.
Salario
No especificado
Ubicación
Ceiba, Puerto Rico
Tipo de empleo
Tiempo completo
Modalidad
No especificado
Operations Manager (Contact center)
Ceiba, Puerto Rico
Descripción del empleo
About the role
BMA Group Global delivers contact center and BPO operational solutions, supporting clients through structured service delivery, workforce management, customer experience, operational performance, and the implementation of new programs.
The Operations Manager oversees contact center operations and leads the design, implementation, transition, launch, and stabilization of new client programs. The role translates client requirements and commercial commitments into practical, scalable, and measurable operational plans.
This position works with senior leadership, clients, workforce planning, training, quality, technology, and other support functions to help programs meet service levels, productivity targets, quality standards, staffing requirements, financial objectives, and customer experience expectations.
Responsibilities
- Oversee the overall performance of assigned contact center operations.
- Lead the implementation, transition, launch, and stabilization of new client programs.
- Oversee operational teams and supervisors.
- Participate in pre-implementation and business development stages, providing operational expertise for proposals, client presentations, solution design, staffing models, implementation plans, and operational readiness.
Datos clave
- The role oversees contact center operations and assigned operational teams and supervisors.
- Responsibilities include leading the implementation, transition, launch, and stabilization of new client programs.
- The role contributes operational expertise to proposals, solution design, staffing models, and implementation plans.
Preguntas frecuentes
What does the Operations Manager role involve?
It oversees contact center operations and leads the design, implementation, transition, launch, and stabilization of new client programs.
What teams and functions does the role work with?
The role works with operational teams and supervisors, as well as senior leadership, clients, workforce planning, training, quality, technology, and other support functions.
What is the role's part in new business opportunities?
It provides operational expertise for proposals, client presentations, solution design, staffing models, implementation plans, and operational readiness.