Onsite Manager

3 weeks ago

Taguig, Philippines Huawei Cloud APAC Full time

Overview Direct message the job poster from Huawei Cloud APAC Position Onsite Manager Responsibilities Lead and manage daily operations of the contact center, ensuring service levels, quality standards, and KPIs are consistently met or exceeded. Review and analyze operational data and trends to drive informed decision-making and strategic planning. Coach, mentor, and develop team members to maximize performance, engagement, and professional growth. Conduct workforce planning and capacity management to meet staffing requirements. Maintain proactive supplier engagement, track supplier issues, and ensure timely and effective resolution. Prepare and present operational reports to senior leadership with actionable insights and recommendations. Uphold compliance with internal SOPs, data security protocols, and documentation standards. Qualifications Bachelor’s degree in IT, Computer Science or Computer Engineering is required. Minimum of 5 years' experience as an Operations Manager in a BPO/contact center environment, preferably across multiple sites or geographies. Proven track record in managing diverse lines of business, demonstrated success in achieving SLAs and building high-performance teams. Strong background in performance management and service delivery improvement. Expertise in workforce management, recruitment, training, and operational optimization. Excellent leadership, coaching, and team development skills. Strong analytical capabilities to drive efficiency and inform data-driven strategies. Highly organized, proactive, and adaptable in fast-paced, dynamic environments. Effective collaboration with internal departments and supplier partners. Experience conducting attrition analysis and implementing data-informed employee engagement strategies. Deep understanding of aligning operational execution with overall business goals and values. Seniority level Mid-Senior level Employment type Full-time Industries IT Services and IT Consulting Note: Boilerplate postings or location/date fragments related to other roles have been removed to improve clarity and focus on this position. #J-18808-Ljbffr

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