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Operations Manager
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Job Title: Operations Manager - BPO Retail Voice Account (100% Onsite – Cebu City)
Job Type: Full-time
Location: On-site in Cebu City
Responsibilities- Provide strong leadership and mentorship to a team of Assistant Managers and call center supervisors, ensuring high standards of team performance and growth.
- Manage, analyze, and optimize key performance indicators (KPIs), focusing on quality, productivity, and customer satisfaction within a shifting schedule environment.
- Develop and implement operational strategies that improve team efficiency, increase revenue, and enhance the customer experience.
- Oversee quality control measures, compliance standards, and proactive issue resolution to maintain service excellence for our retail voice account.
- Conduct regular business reviews with stakeholders, presenting operational results, insights, and recommendations.
- Foster an environment of accountability, professional development, and continuous improvement among team members.
- Gather customer feedback and collaborate with cross-functional teams to enhance processes and address operational challenges.
- Finished a Bachelor's Degree
- College TOR or Diploma must also be available onhand.
- Minimum of 4 years of experience as an Operations Manager or Senior Group Leader in a BPO environment.
- Demonstrated expertise in account management, team management, and quality control within a high-volume, fast-paced environment.
- Exceptional written and verbal communication skills, with a passion for clear and effective communication.
- Strong analytical and decision-making abilities to identify trends, drive performance, and solve operational problems.
- Experience in managing performance against KPIs and implementing improvement strategies.
- Willing to work 100% onsite in Cebu City
- Amenable to be on a shifting schedule
- Can start on or before August 15, 2025
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