BPO Operations Manager

2 weeks ago

Cagayan de Oro, Philippines SupportZebra Full time

BPO Operations Manager

We seek a highly motivated and experienced BPO Operations Manager to oversee multiple accounts and be the primary point of contact for client relationships. This role requires a strategic thinker who excels in client-facing interactions, account management, and cross-functional team coordination to ensure client satisfaction and account growth.

Key Responsibilities:

Client Relationship Management:

  • Serve as the primary contact for all client communications, ensuring high responsiveness and professionalism.
  • Build and maintain strong, long-lasting client relationships by understanding their business needs and objectives.
  • Conduct regular meetings with clients to review performance, address concerns, and identify opportunities for improvement or expansion.

Account Oversight:

  • Manage multiple accounts to ensure each operates smoothly and achieves its set performance metrics.
  • Monitor account health by tracking KPIs such as CSAT, SLAs, and operational efficiency.
  • Address escalations promptly and provide resolutions to maintain client trust and satisfaction.
  • Coordinate with operations teams to ensure service delivery aligns with client expectations.
  • Provide feedback and direction to team leaders and agents based on client requirements and feedback.
  • Partner with HR and training departments to onboard and upskill team members.

Strategic Planning and Growth:

  • Identify and pursue opportunities for account growth, including upselling and cross-selling services.
  • Develop and execute account strategies to meet client goals and company objectives.
  • Prepare and present performance reports, business reviews, and proposals to clients.

Process Improvement:

  • Collaborate with internal teams to streamline processes and improve service delivery.
  • Serve as a liaison between clients and internal departments to ensure seamless communication and the effective implementation of changes.

Qualifications:

  • Proven experience as an Operations Manager in a BPO environment, handling multiple client accounts.
  • Strong client-facing and communication skills, with the ability to present and negotiate effectively.
  • Solid understanding of BPO processes, metrics, and industry best practices.
  • Exceptional organizational and multitasking abilities to manage priorities across several accounts.
  • Proficiency in using CRM tools and other account management platforms.

We are an equal opportunities employer and welcome applications from all qualified candidates.

#J-18808-Ljbffr

  • BPO Team Leader

    2 weeks ago

    Cagayan de Oro, Philippines SupportZebra Full time

    Job Summary We are looking for a skilled Team Leader who will assist in guiding and managing our team. Your goal will be leading by setting a good example and engaging the team to help it achieve its goals. Include daily supervision, management, and motivation of team members. We expect you to be a capable leader with excellent communication skills. Job...

  • Operations Supervisor

    3 weeks ago

    Cagayan de Oro, Philippines Qualfon Full time

    Looking for immediate joiners as Operations Supervisor (Team Leader) Work location: Cagayan De Oro Job Summary The ideal candidate will have a strong background in managing teams within a BPO/call center environment, preferably in sales and marketing functions. You will be responsible for ensuring the team meets performance targets, drives customer...

  • BPO Quality Assurance Analyst

    4 weeks ago

    Cagayan de Oro, Philippines SupportZebra Full time

    Job Summary We are seeking a detail-oriented and analytical Quality Assurance Analyst to join our dynamic team. As a QA Analyst, you will be responsible for monitoring and evaluating the quality of customer interactions handled by our ambassadors. Your primary goal will be to ensure adherence to established processes, quality standards, and client...

  • Operations Manager

    4 weeks ago

    Cagayan de Oro, Philippines My Amazon Guy Full time

    Overview Get AI-powered advice on this job and more exclusive features. This is a remote position. The Operations Manager plays a key role in driving the overall efficiency of the company. This position is responsible for planning, directing, and coordinating daily operations while ensuring that organizational goals are consistently met. The role involves...

  • MANAGER, OPERATIONS

    4 weeks ago

    Cagayan de Oro, Philippines Qualfon Full time

    Overview MANAGER, OPERATIONS Role: MANAGER, OPERATIONS Responsibilities Job Summary Manage the operations ensuring the results of the metrics set by the clients. Ensures Qualfon DSG complies with the performance metrics for client satisfaction and exceeding expectations: Performance Metrics (among others):Scorecard (Client) Quality Adherence Turn Times...

  • Senior Workforce Manager

    2 weeks ago

    Cagayan de Oro, Northern Mindanao, Philippines SupportZebra Full time $104,000 - $130,878 per year

    Senior Workforce Manager (or Workforce Manager) Cagayan de Oro City, Northern Mindanao, Philippines (On-site) Full-timeAbout SupportZebraSupportZebra is a U.S.-headquartered outsourcing company with operations in the Philippines. We specialize in customer support, sales & marketing, back-office, and technical support. With 24/7/365 operations, we help global...

  • Manager, Support Operations

    4 weeks ago

    Cagayan de Oro, Philippines Helium 10 Full time

    We’re Helium 10, the leading Software company for Amazon sellers. We move fast, really fast, so we need someone who can keep up. We’re experts at our craft (and if not, we become experts, fast!) and we hold each other to a high standard. Why? We’re shaping the future for Amazon sellers and our customers deserve the best. We make tough decisions, own up...

  • 14 - Operations Manager (Homebased)

    4 weeks ago

    Cagayan de Oro, Philippines Buscojobs Full time

    Overview Permanent • This is a remote position. The Operations Manager plays a key role in driving the overall efficiency of the company. This position is responsible for planning, directing, and coordinating daily operations while ensuring that organizational goals are consistently met. The role involves managing personnel and resources, streamlining...

  • Operations Manager-Design Services

    4 weeks ago

    Cagayan de Oro, Philippines Sharesource Full time

    Sharesource Makati, National Capital Region, Philippines Overview Join to apply for the Operations Manager – Design Services role at Sharesource . We are a BCorp company dedicated to democratising opportunities for individuals from developing countries. Our brand and culture empower our partners to attract and retain the most qualified members, share...

  • Associate Service Delivery Manager

    3 weeks ago

    Cagayan de Oro, Philippines transcosmos (TCIS) Full time

    Overview The Associate Service Delivery Manager (Supervisor) oversees the delivery of specific transcosmos' Services. They support the Service Delivery Manager to identify service requirements, and develop service strategy, which they will be part of a service team to execute. Responsibilities Oversee the management of a service. This includes Service...