Operations Manager/Supervisor

On-site - Rizal >10 Yrs Exp Bachelor Full-time

• Analyze and maintain all Client Service Level Agreements; implementation improvement plans as needed
• Partnering with business development to leverage and expand new business from client(s)
• Maintain revenue of program(s); responsible for profitability including revenue, margins, billing, seat utilization and retention
• Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observation that would impact the bottom line.
• Provide leadership and guidance to direct reports to ensure consistent administration of the company policies and standards; define and implement any corrective actions needed to meet operational performance
• Establish and maintain communication with clients and/or team members; understand their needs, resolve issues, and meet expectations
• Have a thorough understanding of the various system tools and operational procedures utilized within the program.
• Collaborate with the stakeholders on a regular basis for change of promotion; and
• Conduct all defined and required process compliance and adherence to all team members, partners and third party providers.
• Conduct regular one-on-ones with direct reports to review individual and team performance and offer ongoing development support
• Host business reviews on a regular basis, communicate the overall objectives within common reports (service reports and operational efficiency reports), ensure that customer, operational requirements are addressed
• Participate in opportunity review calls for new business and facilitate site visits from potential clients, keep up to date through trade shows, industry events, and related activities
• Participate in cross functional meetings to review information received from operational support functions - training, HR, quality, WFM, requirement partner to define action plans that resolve issues and drive continuous improvement
• Create a positive work environment through employee engagement; resolve employee relations in a professional and timely matter
• Minimum 2 years as a senior service delivery manager/senior operations manager role; minimum 10 yrs international BPO
• Experience managing accounts under customer service, technical support and ecommerce business model and well versed in dealing in high volume of transactions in a BPO setting.
• Deep understanding of BPO operations, including metrics like SLA, KPIs, and quality management.
• Analytical skills to interpret data and generate actionable insights for performance improvement.
• Strong ability to lead, mentor, and manage large teams, ensuring high performance and engagement.
• Excellent verbal and written communication skills to effectively interact with clients, stakeholders, and teams.
• Ability to analyze complete issues and make data-driven decisions promptly
• Proven experience in managing client relationships, ensuring satisfaction and service excellence
• Ability to manage changes and unexpected challenges in a dynamic environment
• Experience in managing projects, including planning, execution, and delivery within stipulated timelines
• Budgeting & Financial Acumen: Experience in managing budgets, cost control, and financial forecasting
• Work flexibility: Willingness to work any shift, including night, rotating, and weekend shifts; Ability to work across different sites as required by the company

• Knowledge on Quality Methodologies: RCA, Ishikawa, Pareto, Six Sigma, etc
• Training and Presentation Skills
• People Management Skills / Project Management Skills
• Familiarity with industry-standard tools and platforms, such as CRM software, workforce management tools, and reporting dashboards.
• Negotiation skills: Ability to negotiate with the clients and vendors for favorable terms and conditions

Leadership and Management Skills

Problem-Solving and Analytical Skills

Project Management Tools

HR Officer RCReign International Manpower Agency

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