Operations Manager - Player Support
Manage and oversee the day-to-day operations of the contact center,
ensuring efficient and effective operations to meet and exceed client
expectations from KPIs, and SLA targets.
Lead, motivate, and manage multiple projects, fostering a positive and
collaborative work environment while driving performance and achieving
Develop and maintain strong client relationships, serving as the main
point of contact for client management and engagement, and consistently
meeting or exceeding client expectations.
Prepare and deliver engaging presentations and reports to clients and
internal stakeholders, showcasing performance metrics, insights, and
recommendations to drive continuous improvement and client satisfaction.
Provide coaching and support to Team Leads and Shift Leads, promoting
their professional growth and ensuring consistent development of
Collaborate with cross-functional teams to analyze processes, identify
areas for improvement, and implement appropriate solutions to enhance
operational efficiency, quality, and customer experience.
Utilize data analytics to assess and monitor performance metrics,
proactively identifying trends and implementing data-driven strategies to
improve service quality and efficiency.
Stay up-to-date with industry trends and best practices, proactively
seeking opportunities for innovation and suggesting improvements in
processes, technologies, and workflows.
Foster a positive and inclusive work environment, promoting teamwork,
employee engagement, and a culture of continuous learning and improvement.
Bachelor's degree in a relevant field or equivalent work experience.
Minimum of 3 years of experience as an Operations Manager in the BPO
industry, successfully managing a team of at least 75 FTEs or more.
Strong client management and engagement skills, with a proven track record
of building and maintaining successful client relationships.
Excellent presentation and reporting skills, with the ability to
effectively communicate information in a clear and concise manner to
clients and internal stakeholders.
Experience in coaching and mentoring Team Leads and Shift Leads, fostering
their professional development and enhancing team performance.
Proficient in data analysis, using data-driven insights to identify
opportunities for improvement and make informed strategic decisions.
Strong problem-solving skills, with the ability to identify root causes
and implement effective solutions.
Excellent communication and interpersonal skills, with the ability to
collaborate with diverse stakeholders and teams.
Strong leadership abilities, with a results-oriented mindset and the
ability to motivate and inspire a large team.
Flexibility and adaptability to navigate a fast-paced, dynamic
Has a gaming background or someone who has an understanding about the
industry, familiarity with gaming tech, understanding of player experience
and updated with industry trends.
Paid Time Offs
Other employee benefits to be discussed by our Talent Acquisition team in