Operations Manager

13 hours ago

Taguig, Philippines iOPEX Technologies Philippines Inc. Full time

Overview

This is a full-time on-site role for a Customer Support Operations Manager at iOPEX Technologies Philippines Inc. located in Taguig. The role involves overseeing customer support operations, ensuring customer satisfaction, managing programs, and utilizing analytical skills for operational efficiency.

Responsibilities
  • Manages operations for Customer Service account, including Voice and Non-Voice channels
  • Perform weekly meetings with operations staff to discuss issues affecting business
  • Submit weekly operations report to the client
  • Set operational goals and objectives and develop strategies to meet client metrics
  • Gather, review, and analyze reports, records, and data from Team Leads and WFM to ensure quality, efficiency, and productivity standards are met
  • Possess budgeting and financial planning skills
  • Foster a positive and productive work environment, with the ability to lead, build teams, and motivate staff
  • Be proactive in helping customers and employees meet their goals
  • Experience handling multiple lines of business (LOBs)
Requirements
  • Minimum 10 years of proven management experience in a BPO contact center environment
  • 2-3 years as Assistant Manager or Manager experience
  • Experience handling a CSR/TSR campaign
  • Understanding and ability to execute inbound programs to ensure service levels and financial objectives are met
  • Strong planning, forecasting, problem-solving, and analytical skills
  • Ability to develop, produce and analyze reports from existing systems and make data-driven recommendations
  • Strong organizational, leadership, and interpersonal management skills
  • Knowledge of manpower planning
  • Knowledge of current Call Center & Workforce Management technologies
  • Ability to interact professionally with peers, senior management, and other departments
  • A willingness to report onsite
  • Willingness to work night shifts and shifting schedules at Bonifacio Global City, Taguig City
Company and application notes
  • For more information, visit our Facebook or LinkedIn pages.
  • Facebook:
  • LinkedIn:
#J-18808-Ljbffr

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