Operations Manager

3 weeks ago

Quezon City, Philippines Sourcefit Full time
Position Summary

We are actively seeking an accomplished Operations Manager for the BPO industry, focused on driving process optimization and providing crucial support to strengthen the operational rigor of the department. The incumbent will lead initiatives to enhance processes, work assignments, and backup systems, ensuring operational excellence in a dynamic customer service environment.

Job Details

  • Work Onsite - Eastwood Libis, Quezon City
  • Monday to Friday | 8 AM to 5 PM EST

Responsibilities

  • Direct and oversee operations for a growing BPO, managing both voice and non-voice components.
  • Conduct weekly meetings with operations staff to address and resolve business-related challenges.
  • Prepare and submit comprehensive weekly operations reports to management, demonstrating a commitment to transparency and accountability.
  • Establish operational goals, and objectives, and formulate strategies to achieve business metrics, ensuring alignment with organizational objectives.
  • Work directly with leadership to establish business KPIs and goals and manage/drive team members toward accomplishing these goals
  • Analyze reports, records, and data from Team Leads and Workforce Management to guarantee adherence to quality, efficiency, and productivity standards.
  • Showcase proficiency in Budgeting and Financial Planning, contributing to the overall financial success of the operations.
  • Cultivate a Positive and Productive Work Environment, leveraging leadership skills to build and motivate high-performing teams.
  • Proactively engage with customers and employees to facilitate the achievement of their respective goals.
  • Effectively manage multiple Lines of Business (LOBs) concurrently, demonstrating adaptability and strategic oversight.
  • Understanding of compliance-related topics and issues, specifically as it relate to running a BPO

Qualifications

  • Possess a minimum of 5 years of proven experience in a BPO contact center environment, demonstrating a deep understanding of industry dynamics.
  • Mandatory 2-3 years of experience as an Assistant Manager or Manager, with a successful track record in handling CSR/TSR campaigns.
  • Proficient in executing Inbound Programs to meet Service Levels and financial objectives.
  • Strong Planning, Forecasting, Problem-Solving, and Analytical Skills to navigate the complexities of a fast-paced environment.
  • Proven ability to develop, generate, and analyze reports from existing systems, providing well-informed recommendations for continuous improvement.
  • Exhibit strong Organizational, Leadership, and Interpersonal Management Skills, fostering collaboration and team cohesion.
  • Possesses excellent knowledge of Manpower Planning, contributing to efficient resource allocation.
  • Familiarity with current Management Technologies, staying abreast of industry advancements.
  • Demonstrated ability to interact professionally with peers, senior management, and other departments, ensuring seamless cross-functional collaboration.

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