Minimum 5 years of experience as a consultant, BPO Operations Manager, or Operations Manager of a similar type of team
Experience interviewing candidates and building a team
Proven ability to build relationships with internal and external stakeholders. Strong follow-up and communication skills are keys to success here
Ability to handle multiple priorities under tight deadlines, with a track record of delivering results and a get it done attitude
Strong ability to multitask, handle fire drills, and work in ambiguity
High EQ, with a bias towards empathy
Analytical skills and a bias towards using data to make decisions. You should be able to identify and analyze trends and determine the next steps.
Willingness to get your hands dirty and lead by example
Excellent understanding of technology, software applications, and phone and computer systems
Advanced customer focus and customer service skills
Exceptional training and coaching skills to motivate employees
Great verbal and written communication skills
Ability to remain calm and in control of a situation
Strong Excel (or any equivalent, e.g., Google Sheets) / Powerpoint skills
Responsibilities:
Interview, hire, and train a team of virtual leasing agents in our India office
Manage leasing agents day-to-day and ensure they are servicing the client accounts in a timely manner
Manage and maintain work schedules for virtual leasing agents to ensure there is proper coverage
Assist with running payroll and approving timecards as needed
Attend weekly operations meetings with US and Philippine team to discuss portfolio performance and create weekly action items that will be taken back to the virtual agent team
Provide agents with constant coaching to ensure they are properly engaging with our leads and improving in their performance week over week
Maintain spreadsheets and other important internal documents
Pull client reports as needed for management
Maintain internal reporting system in Monday.com
Contribute to weekly Ops Manager meetings
Contribute to weekly agent all-hands meetings
Surface escalated issues by agents to management as needed
Provide product feedback from agents and team members on product and processes
