Job Description

Opticall BPO was founded in 2016 under one single precept, to become the leading organization in the Business Process Outsourcing Industry. Opticall is rapidly becoming one of the fastest growing BPOs, developing tremendous career opportunities, attractive compensation & benefit packages for our talented members in the countries where it operates.

With over +15 support departments such as Marketing, Accounting & Finance, Human Resources, Call Center, IT, Operations and many more, Opticall BPO offers a rewarding work environment, professional development, job stability, and once in a lifetime journey. We are happy to celebrate our success and include you in it.

I. Summary/Objective:

The Operations Specialist primary role is to provide support to the Operations team in a well- organized and timely manner. This position will work on a one-to-one basis on a variety of tasks related to the operations in the Field, Corporate and Franchise; and communication. Also, will manage a variety of simultaneous projects, which requires the particular talent of being able to follow up effectively with all levels of the organization.

II. Responsibilities:

• Partner with the Director, Retail Experience & Learning/Operations Manager in the design, documentation and implementation of diverse operations projects and systems improvements.

• Assist with maintaining operation project timelines, following up on specific assigned projects, results or tasks that are cross-functional with other departments

• Collaborate in cross-functional projects that have an impact on store operations or are related to operational processes.

• Recommend new approaches, policies, and procedures to effect continual improvements in the efficiency of the department and services performed.

• Provide daily operational support to the Store Support team by assisting with questions, troubleshooting, and escalations arising during store interactions and support calls.

• In charge of updating Operations manuals, policies and procedures.

• Co-lead administration of operations database and system such as IRIS, for corporate and franchise users. Including updates and new accounts creation.

• Ensure all field leaders have appropriate access to company operations and reporting tools.

• Generate, maintain and analyze compliance trackers and reports.

• Completes required data analysis as it relates to required projects, and/ or measurement of KPI and revenue impact

• Help solve store level issues related to operations systems and procedures.

• Serve as escalation support for store level issues that require additional approval or complex resolution

• Support franchise operations by coordinating appropriate access to operations systems and manuals, supporting communication, and serving as escalation support for operational issues.

• Performs other related duties/projects as required and assigned

III. Education & Experience:

• Bachelor’s degree in Business Administration or any related degree.

• 2+ years experience in administration, back office or project management roles.

• Computer proficiency required including spreadsheets, word, and Powerpoint

• Proficiency in English language

IV. Required Skills & Qualifications:

• Multi-task and effectively prioritizing skills, and willingly taking on responsibility are all a must.

• Excellent communication skills, strong interpersonal skills and able to work in a team environment.

• Customer focused, and able to prioritize tasks and meet deadlines.

• Self-starter, proactive and ability to work with minimal supervision.

• Strong analytical aptitude and the ability to maintain confidentiality.

• Ability to handle multiple concurrent projects. Ability to carry out duties with accuracy and speed.

• Strong organizational skills.

• Ability to collaborate with key project contributors while ensuring participants’ accountability