Back-Office Operations Manager - Job Description

Summary of Functions

Essential

Responsibilities

• Develop objectives for the back-office’s daily operations
• Supervise and ensure optimal performance of day-to-day activities
• Conduct effective resource planning to maximize productivity of personnel and technology
• Collect and analyze operational statistics
• Hire, coach, and train personnel to uphold high operational standards
• Evaluate performance using KPI systems
• Prepare reports for various departments and upper management

Requirements and Qualifications

• Proven experience as a manager in BPO, Call Center, Operations, or Logistics settings
• Customer service experience is required
• Strong knowledge of performance evaluation and KPI systems
• Solid understanding of reporting procedures
• Proficiency in MS Word and Excel; familiarity with data...