BPO Manager - Jobs in Saudi Arabia, Riyadh

Job Description

Who We ArePowered by Cenomi Group, we are a new and independent venture, focused on building the leading lifestyle e-commerce platform in MENA. Were a tight-knit founding team with diverse experiences and backgrounds, but with a united passion for creating inspiring solutions for consumers and retailers.Join our mission to create a true omni-channel e-commerce to make selling, shopping and delivery simple and enjoyable for everyone.Business Process Outsourcing (BPO) involves contracting of operations to a third party service provider and it is a BPO Managers job to oversee the operations of his division and to ensure that all the needs of the client are met, while taking care of the needs of their employees. They usually work with a team of managers, each assigned to a specific division or department in the company.The Business Process Outsourcing (BPO) Manager is responsible for the successful execution of all Business Process Outsourcing (BPO) projects. The BPO Manager will work with internal and external teams to ensure that Customer service team at the BPO is performing well, all processes are completed on time and within budget, meeting all of the requirements set forth by Cenomi.The BPO Manager will also be responsible for developing and maintaining relationships with vendors, clients, and other stakeholders.The ideal candidate will have experience managing Business Process Outsourcing (BPO) projects . They will also have excellent communication, interpersonal, and organizational skills. They will be able to work independently and be able to take initiative.Duties & Responsibilities

• Works with the Performance/Tools/Governance team to understand the governance around working with BPO partner to manage contract and performance
• Interprets the governance framework and standards into day-to-day escalation management and issue resolution processes and recommends any changes to the governance framework as appropriate
• Performance & Workforce Management
• Achieve operational targets by ensuring adherence to process quality standards and defined metrics
• Monitor team performance against service level agreements (SLAs) and key performance indicators (KPIs), taking corrective action when necessary.
• Under the guidance of CS Head, manage day-to-day operations of the BPO team, including work allocation, scheduling, and performance monitoring
• Continuous business improvement
• Conduct regular team meetings to communicate goals, objectives, and updates with BPO Leadership.
• balance the needs of key stakeholders ensure the teams they are involved with are aware of the combined end goals establish operations objectives and work plans delegate assignments to subordinate managers when necessary and conduct regular meetings to improve productivity, product knowledge, and customer satisfaction.
• Escalate issues to senior management as needed
• Develop and implement process improvements to increase efficiency and effectiveness and coach the subordinates as and when required.
• Prepare and submit reports to upper management on BPO team performance and progress
• Maintain a keen understanding of marketplace intelligence (trends, competition) in order to provide market leading perspectives, emerging trends, tools and techniques that can be effectively utilized to develop and enhance the Cenomi Callcenter operations.

Required Skills And Qualifications

• Bachelors degree in business, management, or related field
• At Least 5+ years experience in business process outsourcing (BPO), with at least 2 years in a managerial role
• Strong knowledge in ticketing systems : Salesforce, Zendesk, Microsoft dynamics.
• In-depth understanding of BPO industry trends and best practices
• Excellent project management skills (PMP or other project management certification will be a plus)
• Strong analytical and problem-solving skills
• Outstanding interpersonal skills
• Strong Oral and written communication skills in English & Arabic language
• Knowledge in Excel, MS Visio and MS PowerPoint is a must.
• Possess strong problem-solving, troubleshooting skills and the ability to exercise sound judgment. BPO managers should know how to mentor staff and are extremely knowledgeable of process management, client management, and six sigma. They should be able to multi-task and decipher statistical reports and have the patience to deal with issues involving both clients and the workforce.

What To Expect After ApplyingWe will review your application and will contact you if your qualifications match our requirements for the role by email. If you are not selected for this position, keep an eye out for future opportunities.Our primary focus is to build a world-class collaborative team that values hard-work, authenticity and purposefulness and is focused on execution and making a difference (solving a real problem). Our setup offers the best of both worlds: start-up setup, growth and upside on the one hand, while being part of an established and well funded group with significant assets on the other.

Keyskills :
MS Visio MS PowerPoint Excel Salesforce project management analytical Mentoring Client Management Interpersonal Six Sigma Problem-solving Process Management Microsoft Dynamics zendesk Patience communication

About Company

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