Director of Business Excellence

hace 4 días


Medellín, Antioquia, Colombia Humanly (humanly) A tiempo completo

About Humanly: We are a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies. Our mission is to create a different breed of Business Processing Outsourcing (BPO) that prioritizes employee well-being and inclusivity.

We have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States. Our commitment to a People First culture has enabled us to expand our workforce to approximately 45,000 employees globally.

What We Offer:

  • A competitive industry salary and comprehensive benefits package.
  • An inclusive environment and positive impact on the community.
  • Internal mobility and professional growth opportunities at all stages of your career.

Job Description:

You will manage day-to-day business operations, including performance, billing, and PNL. This requires proven ability to scale operations, drive performance management, and foster employee retention. You will also be responsible for interviewing Operations Managers, Team Leads, and Quality Analysts.

Responsibilities:

  • Manage day-to-day operations business, including performance, billing, and PNL.
  • Conduct weekly syncs with Operations Managers and Team Leads, as well as one-on-one coaching and development with TMs as needed.
  • Meet with Senior Management and clients as needed to continue business growth.
  • Responsible for interviewing Operations Managers, Team Leads, and Quality Analysts.
  • Promote department culture.
  • Proven ability to scale operations, drive performance management, and foster employee retention.
  • Ensure KPIs are being met consistently and solve business problems through innovation (examples of KPIs: CSAT, AHT, Resolution rate).

Requirements:

  • Two-plus years of experience as a Senior Operations Manager or seven-plus years of experience as an Operations Manager in a customer experience environment.
  • Experience managing supervisors, as well as coaching and developing Teammates.

We are committed to providing equal access to opportunities and welcome applicants from diverse backgrounds. If you need reasonable accommodations in any part of the hiring process, please let us know.



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