Operations Manager - BPO Retention

We're seeking a proactive leader with a passion for delivering exceptional service and a proven track record in the BPO industry to join our team as an Operations Manager, specializing in Retention in the Telecommunications industry. This role focuses on minimizing customer churn through effective management of retention strategies, team performance, and operational excellence.

Key Responsibilities:
• Team Leadership and Development:
• Train and develop a high-performing team of call center agents.
• Set clear performance expectations and conduct regular performance reviews.
• Create a positive and motivating work environment that drives agent engagement and productivity.
• Retention Strategy Implementation:
• Develop and execute comprehensive retention strategies tailored to client needs and market trends.
• Analyze customer feedback and retention data to identify improvement opportunities and drive initiatives.
• Collaborate with stakeholders to ensure alignment of retention strategies with overall business objectives.
• Operational Management:
• Oversee daily call center operations to ensure compliance with quality standards and performance metrics.
• Manage staffing, scheduling, and resource allocation to meet service level agreements (SLAs).
• Monitor and analyze key performance indicators (KPIs) related to customer retention.
• Process Improvement:
• Identify areas for process optimization and implement best practices to enhance customer experience.
• Conduct training sessions and workshops to ensure agents are equipped to handle retention-focused conversations.
• Leverage technology and data analytics to improve operational efficiency and customer engagement.
• Customer Engagement and Issue Resolution:
• Develop initiatives to proactively engage with at-risk customers and improve their experience.
• Handle escalated customer complaints and work towards effective resolutions.
• Utilize customer insights to inform retention strategies and enhance service offerings.
• Other duties as assigned based on business need.

Qualifications:
• Experience:
• 5+ years of experience in call center operations, with a focus on retention in a BPO environment.
• 5+ years of Telecommunications industry experience.
• Demonstrated success in managing teams and implementing retention strategies.
• Skills:
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Excellent communication, negotiation, and interpersonal skills.
• Proficient in call center technology and customer relationship management (CRM) systems.
• Ability to thrive in a dynamic, fast-paced environment.

Work Environment:
• Fully remote
• May require flexibility for evening or weekend shifts based on operational needs.