Global Operations Team Manager

Our client is a member of the NASDAQ-100, the Forbes Global 2000, Fortune 500 and is ranked among the fastest growing companies in the world. They are a product led digital corporation that provides digital products, digital IT services, including technology, consulting, and operations services.

Your objective will be to manage delivery of BPO / Contact Centre projects onsite at a very prestigious Technology client. The Program is a complex and growing BPO line of business with multiple sub processes. Your role would be to oversee part of the overall program, under the leadership of a Senior Management. You could realistically expect to indirectly manage approx. 60-80 employees, through a team of Team Leads and with some support structure to rely on (Process Experts, Reporting Analysts, Ops support, etc.).

Responsibilities:

• Meet delivery standards defined in a client SOW, adhere to SLA's, manage teams of Agents, Team Leads & Team Managers, track project milestones, and identify process improvement areas.
• Strive to achieve and overachieve on client Quality & Productivity metrics.
• Work towards fulfillment of contractual obligations/completion of deliverables.
• Lead and manage a through Team Leaders a team of approx. 60-80 associates (BPO, digital marketing, online advertising, contact center, content review domains)
• Work with the Human Resources Function to drive employee engagement and performance management.
• Experience managing a multi-lingual, multi-disciplinary BPO / Contact Centre projects.
• Project management experience.
• Understanding and passion for online products/services
• Ability to define projects, execute within timelines and with multiple stakeholders, and deliver projects on time and to budget.
• Ability to effectively operate with flexibility in a fast-paced, constantly evolving team environment
• Results oriented, self-starter and highly focused

Requirements:

• 4+ years of People Management and service delivery experience
• Consultative management style, creative thinking with a pragmatic approach.
• Experience with onsite/offshore model and working in a multicultural environment.
• Experienced working collaboratively with internal key stakeholders, including Corporate Functions.
• Lean/Six Sigma qualification and/or Data Analytics Certification

Benefits:

• Performance based bonus scheme.
• Rewards scheme.
• The opportunity to work with a leading global tech company.

For more information contact Gary Morrison on 01-6455221 or gary.morrison@manpower.ie.