Assistant Operations Manager

Position: Assistant Manager Number of hours: 40hrs/week (Full-time) Schedule: PST

Tasks required

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Lead and manage different teams, providing guidance, support, and performance feedback.

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Prepare and submit detailed weekly reports on team performance, project status, and operational issues.

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Design a training program and conduct monthly training sessions to improve team skills and knowledge, ensuring continuous development.

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Serve as the primary point of contact for clients, managing communications and ensuring client needs are met.

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Take over and complete tasks assigned by clients as needed, ensuring high-quality outcomes.

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Oversee the recruitment process, including interviewing, hiring, and onboarding new team members and virtual assistants.

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Drive sales efforts and lead generation initiatives to meet business growth targets.

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Ensure smooth daily operations, implement process improvements, and maintain high service standards in the operations.

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Fill in for Operations Manager (OM) in times of absence. Make executive decisions, hold meetings and provide accountability.

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Liaise between senior management and team members to ensure clear communication

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Collaborate with the Operations Manager to build processes, policies and procedures and cascade and reinforce them to each team member to ensure they are followed

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Conduct coaching sessions with team members and create a performance improvement plan to support team members in achieving their goals and KPIs

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Monitor productivity and performance of team members to ensure maximum output while maintaining quality results

Requirements

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Proven work experience as a Manager or any relevant role is a must

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BPO experience in a BPO environment, with at least 2 years in supervisory or managerial role.

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Proven ability to lead, motivate and manage a team of agents

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Working knowledge of relevant computer programs (e.g. CRM software) (asana, notion, monday.com, zoom, slack, google suite and MS office tools) and telephone systems

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Excellent verbal and written communication skills

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Strong analytical and problem-solving abilities

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Ability to adapt to changing business needs and work in a fast-paced environment

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Excellent organizational and time management skills, with the ability to prioritize tasks effectively

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Confident, proactive and willing to take on workplace challenges