This is for a full time independent contractor role with overnight/graveyard shifts within US time zones.
The WFH-Operations Manager - BPO is responsible for leading and managing a team of Virtual Assistants within Scale Virtually, while also providing coaching and support to individuals in achieving their personal and professional goals. This includes providing coaching and mentorship to virtual assistants, developing and implementing action plans, and tracking progress towards goals. The WFH-Operations Manager - BPO is also responsible for managing performance, ensuring that client inquiries and issues are handled efficiently and effectively, and analyzing data and metrics to identify trends and areas for improvement.
To begin the process, showcase your amazing skills and experience by uploading a PDF copy of your impressive resume here: https://bit.ly/SV_Application
Don't forget to upload the vocaroo recording with your answer to the question stated in the form.
Key Responsibilities:
- Lead and manage a team of Virtual Assistants, providing coaching and support as needed
- Monitor and manage the performance of virtual assistants, including setting goals and conducting performance evaluations
- Ensure that client inquiries and issues are handled efficiently and effectively by the team
- Train and onboard new virtual assistants as needed
- Collaborate with other teams, such as Quality and Training, to ensure that virtual assistants have the necessary skills and resources to perform their roles effectively
- Analyze data and metrics to identify trends and areas for improvement
- Develop and implement strategies to improve the performance and satisfaction of virtual assistants and clients
- Provide coaching and mentorship to individuals in order to help them achieve their personal and professional goals
- Develop and implement action plans with individuals to support the achievement of their goals
- Track progress towards goals and provide ongoing support and guidance as needed
- Conduct assessments and evaluations to identify areas for improvement and growth
- Develop and deliver training and development programs, as needed
- Maintain confidentiality and exercise discretion when working with sensitive information
- Perform other related duties as assigned
- Ensure that relevant data points are collected and tracked efficiently and accurately
- Analyze data and metrics to identify trends and areas for improvement
- Generate and present reports for their departments business review
Requirements:
- 3+ years of experience in a supervisory role in a call center or client service environment
- 5+ years of experience in coaching, mentorship, or a related field
- Strong leadership and management skills
- Excellent communication and interpersonal skills
- Demonstrated ability to coach and support team members
- Experience managing performance and setting goals
- Demonstrated ability to develop and implement action plans
- Experience tracking progress towards goals and providing ongoing support and guidance
- Ability to work effectively with individuals at all levels of Scale Virtually
- Confidentiality and discretion when working with sensitive information
- Proficiency in call center software and technologies
- Bachelor's degree in a related field (preferred)
- Willingness to work in the overnight/graveyard shifts in Philippine time or within US operating hours.
- Willingness to be an independent contractor.
- Possesses a computer with the following minimum technical specifications:
PROCESSOR
- Intel i3, i5, or i7 5th Gen or higher
- AMD Ryzen 3 or higher
- Apple M1 and higher
RAM: 8 GB or higher
OS
- Windows 10 or newer
- MacOS Catalina or newer
INTERNET: at least 15Mbps wired connection
Headset with Noise Cancelling Features
Job Types: Full-time, Permanent
Pay: From Php40,000.00 per month
Benefits:
- Company events
- Opportunities for promotion
- Promotion to permanent employee
- Work from home
Schedule:
- 8 hour shift
- Night shift
Supplemental pay types:
- Overtime pay
Education:
- Bachelor's (Required)
Experience:
- Management or Supervisory: 3 years (Required)
Language:
- English (Required)
Shift availability:
- Overnight Shift (Required)
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