BPO Operations Coordinator

3 months ago

Windsor, Canada Global Excel Management Inc Full time

Job Description

Are you a person with very strong communication and critical thinking skills? Are you process and goal oriented and possess strong analytical skills with a data driven mindset? Are you interested in working in a multilingual, dynamic and friendly environment that encourages personal and professional development? We would love to meet you

As an Operations Coordinator for our BPO office, you will ensure ongoing operational activities are managed effectively and comply with established requirements, expectations, and timelines. You will take ownership of communications with the BPO site and play a pivotal role in identifying gaps in collaboration with the BPO site, Operations Team Leaders or the BPO Director within current and future activities, systems, or processes, and recommend solutions for operational and service excellence. You will also facilitate in implementing solutions with the BPO site within expected timelines and budgetary constraints, ensure that the integrity of the operational implementations and efficiency of the department is maintained or enhanced.

What does your typical day look like?

Assist and monitor service delivery progress; Liaise with internal stakeholders and BPO site to enhance service delivery; Oversee daily BPO operations, focusing on delivery, quality, and performance metrics; 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; 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.

What skills and training do you need? 

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.

When you apply:

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.

We offer you

Global Excel offers more than a position; We offer 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. 

To get a taste of the Global Excel life and for more information on our company, visit our Facebook page and website: 

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