• Establish Operational Foundations: Develop and implement the foundational processes and structures necessary for the new business line's success.
• Oversee BPO Operations: Manage relationships with external partners to ensure alignment with Emma's growth objectives.
• Drive Process Improvements: Collaborate with internal teams to define new processes and enhance existing ones, aiming to boost performance and efficiency.
• Track Performance: Implement and monitor key performance indicators (KPIs) to assess and improve service delivery.
• Collaborate with Stakeholders: Work closely with both external stakeholders and internal departments to ensure seamless operations and communication.
• Balancing cost, quality, and service will be key to be successful in this role.
  
  
  

• Technical Proficiency: You have strong analytical skills for data analysis and reporting, with experience in process optimization and quality assurance.
• Technological Expertise: You are familiar with call center technologies, including CRM systems and workforce management tools.
• Project Management Skills: You have proven ability to plan, execute, and oversee projects aimed at process improvement and technology implementation.
• Leadership Abilities: You have demonstrated experience in leading teams, managing vendor relationships, and driving performance improvements.
• Communication Skills: You have excellent verbal and written communication skills to effectively interact with stakeholders at all levels.
  
  
  

Please refer to job description.