Operations Manager

When you join Accurate Background, you’re an integral part of making every hire the start of a success story. Your contributions will help us fulfill our mission of advancing the background screening experience through visibility and insights, empowering our clients to make smarter, unbiased decisions.

The Operations Manager will oversee the day-to-day functioning of the process and ensure that operations run smoothly and efficiently. 

Jobs & responsibilities

• Oversees a team of agents, responsible for monitoring both outbound and inbound call volumes. Implements load balancing strategies and reallocates tasks during peak call volumes to ensure efficient operations.
• Analyzes dialer performance and associated metrics to detect trends, patterns, and areas requiring enhancement.
• Produces comprehensive reports detailing agent performance metrics and key indicators.
• Utilizes data analysis to offer insights and recommendations aimed at enhancing agent productivity optimization.
• Should identify process bottlenecks, recommend system enhancements or automation opportunities, and implement best practices to increase efficiency and productivity.
• Ensure the Daily / Weekly / Monthly / Quarterly Operational plans are driven and achieved across the team with consistency.
• Understand the Process and guide the Team Supervisor's on daily operational activities to ensure BAU.
• Monitor and Drive agreed SLA’s (Productivity, Quality & TAT) and provide direction wherever needed to ensure no breaches.
• Review process related documentation with the Team Supervisor's and ensure they are up to date.
• Conducted routine meetings with both internal and external stakeholders to discuss concerns, address issues, and offer constructive suggestions.
• Effectively and professionally address operational and personnel issues as they arise, ensuring resolution and maintaining a conducive work environment.

Other Requirements

• Minimum HSC or equivalent qualification
• Excellent written and verbal communication skills
• Minimum 3-5 year of work experience as an Operations Manager in BPO’s
• Background Screening / Call center management industry preferred
• Good in data analysis
• Good practical experience with MS Office
• Strong leadership٫ organizational and problem-solving skills
• Good interpersonal and communication skills
• Hand-on experience on Microsoft Office applications

The Accurate Way:

We offer a fun, fast-paced environment, with lots of room for growth. We have an unwavering commitment to diversity, ensuring everyone has a complete sense of belonging here. To do this, we follow four guiding principles – Take Ownership, Be Open, Stay Curious, Work as One – core values that dictate what we stand for, and how we behave. 

Take ownership.

Be accountable for your actions, your team, and the company. Accept responsibility willingly, especially when it’s what’s best for our customers. Give others every reason to trust you, believe in you, and count on you. Rise to every occasion with your personal best.

Be open.

Be open to new ideas. Be inclusive of people and ways of doing things. Make yourself accessible and approachable, and communicate with genuineness, transparency, honesty, and respect. Embrace differences.

Stay curious.

Stay curious even as you move forward. Tirelessly ask questions and challenge the status quo in your pursuit of new ideas, ways to solve problems, and to continually grow and improve.

 Work as one.

Work together to create the best customer and workplace experience. Put our customers and employees first—before individual or departmental agendas. Make sure they get the help they need to succeed.

 About Accurate Background:

Accurate Background’s vision is to make every hire the start of a success story. As a trusted provider of employment background screening and workforce monitoring services, Accurate Background gives companies of all sizes the confidence to make smarter, unbiased hiring decisions at the speed of demand. Experience a new standard of support with a dedicated team, comprehensive technology and insight, and the most extensive coverage and search options to advance your business while keeping your brand and people safe.