Senior Operations Manager

2 weeks ago

Iloilo City, Western Visayas, Philippines iQor Full time

Job Summary:

Organizes and directs the day-to-day activities related to the operation of the Call Center. Responsible for managing, training & guiding call center managers in performing their duties. Conducts effective resource planning to maximize the productivity of resources (people, technology etc.). Collects and analyzes call-center statistics.

Responsibilities:

  1. Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses defining user requirements productivity, quality, and customer service standards contributing information and analysis to organizational strategic plans and reviews.
  2. Maintains and improves call center operations by monitoring system performance identifying and resolving problems preparing and completing action plans completing system audits and analyses managing system and process improvement and quality assurance programs.
  3. Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees administering scheduling systems communicating job expectations planning, monitoring, appraising, and reviewing job contributions planning and reviewing compensation actions enforcing policies and procedures.
  4. Drive improvements in overall service levels, transactional efficiencies and cost management.
  5. Provide leadership to managers, ensuring operational and coaching practices are implemented and updated as needed to drive performance results and employee development.
  6. Identifies creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of nonvalue added processes, or complete reengineering of processes and systems).
  7. Drives continuous improvement through trend reporting analysis and metrics management Offers new ideas and suggestions for improvement.
  8. Identifies and implements new practices and processes that are "best in field
#J-18808-Ljbffr

  • Senior Operations Lead

    2 weeks ago

    Iloilo City, Western Visayas, Philippines WNS Global Services, Inc. Full time

    Job DescriptionWe are seeking a seasoned professional to join our team as a Senior Operations Lead. In this role, you will be responsible for managing the daily operations and future growth of our business process.Your key responsibilities will include:Developing and implementing strategies to improve operational efficiency and effectiveness.Leading and...

  • Senior Relationship Manager

    4 days ago

    Iloilo City, Western Visayas, Philippines XtendOps Full time

    About the Role\This Senior Relationship Manager position is a critical part of our B2B Operations team, responsible for driving revenue growth and client satisfaction through expert relationship management and tailored solutions.\Key Responsibilities\Relationship Management:\\Cultivate strong relationships with clients, leveraging your expertise to address...

  • Operations Manager

    1 week ago

    Iloilo City, Western Visayas, Philippines BIGMAK BURGER, LEGANES BRANCH Full time

    Job DescriptionThe Roving Area Supervisor is responsible for overseeing and managing operations, staff, and performance across multiple locations within a designated area. This role requires frequent travel and adaptability to handle the needs of different sites, ensuring consistency, efficiency, and high standards of service or performance.Key...

  • Senior Operations Manager

    3 weeks ago

    Iloilo City, Western Visayas, Philippines Carelon Global Solutions Full time

    Responsible for providing oversight of customer service staffPrimary duties may include but are not limited to:Establishes departmental policies and proceduresPrepares and communicates information to appropriate parties regarding dental programs, procedures, changes, and government mandated disclosuresServes as mentor to lower leveled managersServes as...

  • Senior Operations Team Lead

    4 hours ago

    Iloilo City, Western Visayas, Philippines beBee Careers Full time

    About the RoleWe are seeking an experienced professional to join our team as a Senior Operations Team Lead. The ideal candidate will have a strong background in BPO, with at least 5 years of experience and a proven track record of success.Key ResponsibilitiesTask Management: Monitor and manage Service Level Agreements (SLAs) and Turn-Around-Times (TATs) for...

  • Operations Manager

    4 days ago

    Iloilo City, Western Visayas, Philippines Gratitude Philippines Full time

    Job OverviewThe Senior Team Lead position at Gratitude Philippines is designed for experienced professionals who can lead high-performing teams and drive business growth.Main Responsibilities:Team Performance: Set goals, objectives, and performance expectations for team members, monitor progress, and provide feedback for improvement.Client Satisfaction:...

  • Iloilo Retail Outlets Senior Management

    5 days ago

    Iloilo City, Western Visayas, Philippines Golden ABC, Inc. (Corporate) Full time

    Senior Management RoleThis position is responsible for leading the retail team in Iloilo City, ensuring seamless store operations, and driving business growth.The ideal candidate will have a proven track record of leadership, excellent communication skills, and the ability to adapt to changing business environments.Main Responsibilities:Leadership and Team...

  • Senior Quality Operations Lead

    2 weeks ago

    Iloilo City, Western Visayas, Philippines Visage Executive Search Full time

    Job DescriptionWe are seeking a highly experienced Senior Quality Operations Lead to join our team at Visage Executive Search. As a key member of our organization, you will be responsible for driving service-delivery standards and enabling low-risk and zero-surprises business operations.About the RoleDeliver 'Next Gen' Shared Services Quality Organization by...

  • Operations Manager

    3 weeks ago

    Iloilo City, Western Visayas, Philippines Sagility Full time

    Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost...

  • Operations Manager

    3 hours ago

    Iloilo City, Western Visayas, Philippines beBee Careers Full time

    Job OverviewThis is a senior leadership role that oversees the delivery operations, ensuring high standards of client satisfaction and financial performance.