BPO Operations Coordinator

2 months ago

Windsor, Ontario, Canada Global Excel Management Inc Full time
Job Title: BPO Operations Coordinator

We are seeking a highly skilled and experienced BPO Operations Coordinator to join our team at Global Excel Management Inc. As a key member of our operations team, you will play a pivotal role in ensuring the smooth operation of our BPO site and driving business growth.

Key Responsibilities:
  • Assist and monitor service delivery progress to ensure timely and efficient delivery of services.
  • Liaise with internal stakeholders and BPO site to enhance service delivery and resolve any issues that may arise.
  • Oversee daily BPO operations, focusing on delivery, quality, and performance metrics to drive business growth.
  • Monitor inventory management and coordinate resource allocation with BPO site and escalate adequately to stakeholders as risks become known.
  • Facilitate implementation of audit program for applicable activities by liaising with QAC and BPO site.
  • Support the Operational leadership team, ensuring to assist and support initiatives and implementations.
  • Coordinate process and procedure document creation to ensure compliance with established requirements.
  • Establish proactive communication between BPO site and Operations on backlogs, processing delays, and SLA breaches.
  • Coordinate with BPO site and Operations Leadership to develop meeting agendas, distribute meeting agendas with relevant discussions in advance of meetings, attending meetings and record all meeting agreements & action items while also actively following-up on action items with meeting attendees.
  • Participate in production activities, as needed.
  • Coordinate and participate in training, on-boarding, and quality assurance initiatives.
  • Evaluate opportunities and initiate improvements for operational excellence by critically evaluating current state of systems and processes, identify gaps, trends, and opportunities for improvement.
  • Research, analyze, and recommend system and process improvements with input from BPO site that will increase the quality and efficiency of operational services delivered.
Requirements:
  • College Diploma or bachelor's degree in general field of study.
  • Minimum 2 years of work experience in Operations Management, Vendor Management, BPO Management, Process Management, or Project Management.
  • Strong background with understanding of health-care industry, operational processes, and client SLA's.
  • Proficiency in Microsoft Office Suite of programs and reporting tools such as Power BI.
  • Strong preference for those with AGILE Project Management experience.
  • Strong verbal and written English communication skills, Hindi and Telugu are an asset.
What We Offer:
  • Global Excel Management Inc offers a competitive compensation package that includes a base salary, performance bonus, and an extensive benefits package.
  • A professional future with opportunities for development, growth, and advancement.
  • RRSP Match program.
  • Financial assistance to employees who wish to continue their education.
  • Work/life balance, health, and wellness initiatives including an excellent EAP program.
  • Employee engagement programs that focus on fitness, food, and fun.

We are an equal opportunities employer and welcome applications from diverse candidates. If you require assistance or accommodation during our recruitment process, please notify Human Resources so that we can review and consider how we may be able to assist you based on your individual needs.

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