Operations Manager BPO Setup

Company Description

At Bosch, we shape the future by inventing high-quality technologies and services that spark enthusiasm and enrich people’s lives. Our promise to our associates is rock-solid: we grow together, we enjoy our work, and we inspire each other. Join in

and feel the difference.

Established in 1985 as a monitoring center and provider of communication services, Bosch Service Solutions Inc. today ranks among the leading international providers of Business Process Outsourcing services. Employing more than 4,000 associates in Europe, Asia and South America, Bosch Service Solutions Inc. provides and optimizes business processes for our customers.

Job Description

• Responsible for the service delivery of the assigned service/s
• Responsible for turnover (TNS), operative margin (OM1), and their continuous improvement of the respective cost center (for global services the GOM is responsible)
• Employee management and development of assigned associates
• Ensure a high quality and efficient management as well as risk management of the respective service
• Control, steer and optimize quantitative and qualitative KPIs of the respective sub-unit
• Support of (new) service implementation, implementation of change requests, service tracking (KPIs) and service management for local services
• Depends on location: growth of business
• Point of contact for clients (in case of local, single site services)
  
  

• Five to ten years of experience in site management role, preferably gained from BPO and related industries
• Ability to analyze and prepare reports for Management on Contractual obligations (Service Level and internal KPIs)
• Ability to handle and respond to client escalations and commendations
• Responsible for professional development of the team
• Implement and develop policies and procedures
• Strong leadership skills
• Strong and organized Project Management skills
• Outstanding product knowledge and customer service orientation
• Excellent written, verbal, analytical and communication skills
• Ability to build and promote a positive work culture
• Flexible in working schedule and amenable to work onsite