BPO Senior Operations Manager

Senior Operations Manager

TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment's notice, and mastering consistency in an ever-changing world.

At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

What does a Senior Operations Manager do? Think of yourself as someone who will manage day-to-day business operations, including performance, billing, and PNL, so not everyone can qualify for this role. We make sure we hire the best of the best. After all, we are a ridiculously good company, so we make sure our employees are top-notch. So come on, we need your full concentration because it's time to imagine what it's like to be a Senior Operations Manager.

Responsibilities:

• Manage day-to-day operations business, including performance, billing, and PNL.
• Have weekly syncs with Operations Managers and Team Leads, as well as one-on-one coaching and development with TMs as needed.
• Meet with clients as needed to continue business growth.
• Be responsible for interviewing Operations Managers and Team Leads. Promote department culture.
• Have the proven ability to scale operations, drive performance management, and foster employee retention.
• Ensure that KPIs are being met consistently and solve business problems through innovation (examples of KPIs: CSAT, AHT, Resolution rate, Shrinkage).
• Shrinkage % less than 10%.

Requirements:

• 3 plus years of experience as an Operations Manager in a customer experience environment.
• BA/BS degree is preferred.
• Excellent communication skills, both verbal and written.
• Be responsible for a wide spectrum of responsibilities and must be able to multitask with ease and proficiency.
• Maintain an open line of communication between staff and upper management.
• Experience managing supervisors, as well as an Advanced Coaching Structure.
• Performance Management Advanced Team Leads, Teammate & OM skills Development Structure.
• Develop individual and team goals and implement plans to carry out objectives (financial, growth, new business).
• Guide the Operations Managers in meeting all team & individual goals.
• Build productive business relationships with clients and must have strong organizational, analytical, and managerial skills. Possess a professional, courteous, and resilient attitude.

Competencies:

• Strategic Leadership
• Operational Excellence
• Talent Development
• Change Management
• Performance Analytics
• Client Engagement
• Cross-functional Collaboration
• Crisis Management
• Innovation

TaskUs (Nasdaq: TASK) is a provider of outsourced digital services and next-generation customer experience to innovative and disruptive technology companies, helping its clients represent, protect, and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ridesharing, HiTech, FinTech, and HealthTech.

TaskUs is an equal-opportunity employer.

TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.