Operations Manager

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ClearSource BPO

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

☁️ SaaS

📡 Telecommunications

B2B • SaaS • Telecommunications

ClearSource BPO is a leader in integrating technology and innovation to provide cutting-edge solutions for customer experience management. The company utilizes artificial intelligence, speech analytics, generative AI, workforce management, agent assist, and automation to enhance customer care. ClearSource operates globally, with sites in the USA, India, Costa Rica, and the Philippines, supporting industries like renewable energy, financial services, healthcare, and eCommerce. Their approach focuses on quality solutions that ensure first-contact resolutions and building meaningful customer relationships. ClearSource is committed to exceptional customer service, driving growth and loyalty for their clients through seamless interactions and a focus on reducing costs and enhancing brand reputation.

📋 Description

• Define, refine, and communicate role expectations for all positions under management on a quarterly basis. • Facilitate ClearSource leadership training for new leaders and reinforce the model consistently across all leaders. • Develop and maintain highly visible KPI reports to track progress against program goals for both production and supervisory teams. • Update the People Analyzer for all direct reports on a weekly basis. • Lead a weekly team meeting with direct report leaders to: Review production performance and results, Conduct root cause analysis and drive issue resolution, Identify and promote recognition opportunities for strong performance. • Conduct weekly one-on-one meetings with each direct report leader to: Review team performance using the People Analyzer, Ensure alignment on expectations and priorities, Evaluate and enhance job satisfaction. • Provide weekly coaching sessions to each direct report leader, focusing on leadership development and adherence to coaching best practices. • Oversee hiring and internal promotions by participating in interviews and/or evaluating recorded interview sessions. • Facilitate weekly quality calibration meetings with clients and take ownership of resolving identified issues. • Set clear expectations for support departments and monitor their performance against those standards. • Evaluate the effectiveness of technology, tools, and systems, and communicate improvement opportunities to IT or clients as needed. • Ensure onboarding and offboarding processes are properly executed in line with company standards. • Assess training effectiveness and collaborate with the Learning and Development team to address skill and knowledge gaps. • Provide feedback to the Recruiting team to improve candidate quality and selection processes. • Review disciplinary actions to ensure consistency with leadership principles, company core values, and the code of conduct. • Manage and resolve client requests and escalations promptly and effectively. • Escalate critical issues with urgency, particularly those impacting operations, employee well-being, or client trust. • Drive alignment to the company mission through ongoing communication, education, and engagement initiatives. • Execute additional responsibilities as assigned.

🎯 Requirements

• Strong English communication skills, both written and verbal • Bachelor’s degree in any field • Minimum of 4 years of leadership and people management experience • At least 5 years of experience in the BPO industry • Minimum of 3 years of experience as an Operations Manager • Proven track record in managing Healthcare or Health Insurance lines of business

🏖️ Benefits

• Competitive salary – Get paid for doing what you love! • Medical and dental insurance (with free dependent coverage!). • Group life insurance for peace of mind. • Paid time off (PTO) – Because work-life balance matters. • Outstanding career growth opportunities – Learn, advance, and develop your career. • A fun, innovative, and energetic team culture – Be part of a company that values its employees. • Skills and leadership development to help you reach your full potential. • Free meal for onsite employees