Operations Manager Customer Service
3 weeks ago
Operations Manager Customer Service (BPO) About the job Operations Manager Customer Service (BPO) Position: Operations Manager Customer Service (BPO)Number of hours: 40 Hrs/weekSchedule: TBD Job Summary: We are seeking an experienced Operations Manager to lead and oversee our customer service operations in a fast-paced BPO environment. The ideal candidate will be responsible for managing daily operations, ensuring service quality, optimizing efficiency, and driving team performance to meet business and client objectives. Key Responsibilities: Oversee the daily operations of customer service teams, ensuring efficiency and high-quality service delivery. Develop and implement strategies to improve overall operational performance and achieve KPIs such as CSAT, SLA, AHT, and FCR. Monitor and analyze key performance metrics, identifying areas for improvement. Lead, mentor, and support team leaders and supervisors to drive engagement and performance excellence. Ensure compliance with company policies, client requirements, and industry regulations. Drive continuous improvement initiatives to enhance processes, reduce costs, and increase productivity. Collaborate with clients to understand their needs, address concerns, and ensure service expectations are met. Work closely with quality assurance and training teams to enhance agent performance and customer satisfaction. Manage workforce planning, staffing, and scheduling to align with business needs. Prepare and present reports on operational performance, trends, and recommendations to senior management. Foster a positive work culture that promotes teamwork, accountability, and professional development. Qualifications: Minimum 5 years of experience in an operations management role within a customer service BPO setting. Must have experience handling a large team working remotely. Experience in solar energy is preferred. Residency in Bulacan, Philippines is a plus. Strong knowledge of customer service best practices, call center operations, and performance metrics. Proven leadership and team management skills with a results-driven approach. Excellent communication, problem-solving, and decision-making abilities. Experience in client management and stakeholder engagement. Proficiency in CRM systems, workforce management tools, and reporting platforms. Ability to work in a dynamic, fast-paced environment with shifting priorities. Bachelor's degree in Business, Management, or a related field is preferred. Preferred Skills: Experience managing international customer support teams. Familiarity with omnichannel support (phone, chat, email, social media). Knowledge of process improvement methodologies such as Six Sigma or Lean. Ability to drive innovation and leverage technology to enhance operations. #J-18808-Ljbffr
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Customer Service Manager
3 weeks ago
, Metro Manila, Philippines Orion Cepheid Full timeOverview We are looking to hire an exemplary Customer Support Supervisor to coach our service staff to deliver exceptional customer service. The supervisor will build a strong team and shape staff behaviors to accomplish desired results. Responsibilities Oversee and assess customer service staff activities, and provide regular performance-related feedback....
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Customer Service Program Manager
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, Metro Manila, Philippines Circles Full timeGet AI-powered advice on this job and more exclusive features. About Us: Founded in 2014, Circles is a global technology company reimagining the telco industry with its innovative SaaS platform, empowering telco operators worldwide to effortlessly launch innovative digital brands or refresh existing ones, accelerating their transformation into techcos....
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Customer Service Manager
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Ortigas, Metro Manila, Philippines FEdCenter Management Consulting Inc. Full time ₱1,200,000 - ₱2,400,000 per yearAs our Customer Service Manager, you'll lead and inspire a dynamic team to deliver exceptional customer experiences while driving operational excellence.What You'll DoAs our Customer Service Manager, you'll lead and inspire a dynamic team to deliver exceptional customer experiences while driving operational excellence.Key Responsibilities:Team Leadership &...
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, Metro Manila, Philippines The Goodyear Tire & Rubber Company Full timeSummary of the Role The Customer Service Team Leader manages day-to-day operations of the customer service team, ensuring performance targets, service quality, and team capability are met. The role acts as a liaison between CS and other departments, drives continuous improvement initiatives, and supports staff development to foster a customer-centric culture...
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, Metro Manila, Philippines Grundfos IS Support & Operations Centre Phils. Inc. Full timeOrder Management Representative Ortigas, Pasig City (Mid Shift or Night Shift) Are you interested to work as an Order Management Representative? What is the Job all about? As an Order Management Representative, you will actively contribute to an efficient, productive, and supportive order management team, delivering world class customer service through...
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Vessel Account Manager
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Manila, Philippines Global Process Manager Inc. Full timeAbout Garrets Garrets International operates as a division of the wrist group and represents one of the maritime industry’s largest and most accomplished catering companies within provision and stores consumables through a global network of accredited suppliers. We operate from our headquarters in Nørresundby (Denmark), but also have branches in Romford...
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Senior Operations Manager
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, Metro Manila, Philippines Rippedboxstation Full timeAbout the job Senior Operations Manager (EGGS) Position: Senior Operations ManagerNumber of hours: 40 Hrs/weekSchedule: TBD Job Summary: We are seeking a dynamic and results-driven Senior Operations Manager to lead and optimize our customer service operations within our Business Process Outsourcing (BPO) environment. This role is responsible for driving...
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, , Philippines Legal operations Full timeMicrosoft Sustainability Manager Senior Developer – Consulting As a developer working in the GDS Consulting team within the Digital & Emerging team, your primary responsibility will be to design and implement cutting‑edge sustainability solutions for clients on a global scale in Microsoft Cloud for Sustainability industry cloud. Your role involves...
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, , Philippines Legal operations Full timeAt EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all....
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Retail Operations Manager
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, Metro Manila, Philippines HR Primo Management Services Full timeRetail Operations Manager We are seeking a highly motivated and experienced Retail Operations Manager to oversee daily store operations across multiple locations. This role ensures smooth execution of retail processes, strong sales performance, excellent customer service, and adherence to company standards. The ideal candidate is a hands‑on leader who...
