Operations Assistant Manager

9 hours ago

Pasay, Philippines Teleperformance Full time

About the role We are looking for an experienced Operations Assistant Manager to join our team at Teleperformance's Pasay City, Metro Manila location. In this full-time position, you will play a key role in overseeing and supporting our customer service operations, ensuring we deliver an exceptional experience to our clients and their customers. What you'll be doing Assist the Operations Manager in leading and managing a team of customer service representatives, providing guidance and support to drive performance and productivity Monitor and analyze key performance metrics, identifying areas for improvement and implementing effective strategies to enhance overall operational efficiency Collaborate with other departments to ensure seamless communication and coordination, contributing to the overall success of the business Develop and implement training programs to upskill the customer service team, enabling them to provide the highest level of support Assist in the development and implementation of policies, procedures and best practices to maintain compliance and quality standards Actively participate in process improvement initiatives, contributing ideas and solutions to enhance the customer experience Provide regular updates and reports to the Operations Manager on the team's performance and progress What we're looking for Minimum of 3 years' experience in a customer service operations management role, preferably within the call center or BPO industry Demonstrated ability to lead and motivate a team, with strong people management and coaching skills Excellent problem-solving and decision-making skills, with the ability to think strategically and implement innovative solutions Proficient in data analysis and performance management, with the ability to interpret and utilize key metrics to drive improvements Strong communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams Adaptable and flexible, with the ability to thrive in a fast-paced, dynamic environment Proficient in the use of relevant software and technology to support customer service operations #J-18808-Ljbffr

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