Operations Manager

2 weeks ago

Cebu City, Central Visayas, Philippines Datamatics Careers- Philippines Full time

Responsibilities

  • Formulate and implement a strategy to meet targets and quality objectives of the company;
  • Coordinate with resource management for requirements, including staffing;
  • Work collaboratively with Business Leaders cross-culturally to fully understand growth opportunities with our strategic initiatives and effectively execute these initiatives to meet the company objectives;
  • Understand the clients' future direction and plans and champion this direction within the organization;
  • Deliver a positive customer service experience by listening to each client's needs, setting their expectations, and presenting solutions to address issues/challenges;
  • Responsible for addressing customers' needs and concerns as quickly and effectively as possible to develop and maintain strong relationships;
  • Develop and maintain an environment that promotes professional and positive communication within the operations and fosters teamwork within the company;
  • Monitor operational statistics and trends, including reports, production statistics, and volume projections, and take appropriate action to ensure customer needs are satisfied and growth targets are met;
  • Oversee administration of performance appraisals and meet with direct reports on a monthly basis to discuss performance and provide coaching and development opportunities;
  • Oversee handling of all disciplinary situations appropriately;
  • Forecast industry and business trends;
  • Find new methods, techniques, and procedures to improve and streamline existing processes that will help the company in continuously exceeding customer requirements;
  • Participate and/or lead in process improvement and/or project management;
  • Manage client relationships and identify opportunities for additional client support;
  • Communicate with internal and external clients;
  • Enhance personal knowledge of BPO technology and make improvement recommendations;
  • Manage, improve, and ensure exceptional OPS performance;
  • Identify, design, and implement creative business solutions for the company and clients;
  • Implement and oversee the quality of deliverables and manage team relationships effectively;
  • Conduct regular meetings to improve productivity, product knowledge, and customer satisfaction;
  • Work with senior stakeholders;
  • Identify and address challenges and opportunities for the company;
  • Ensure KPIs are in place and production targets are met.

Requirements

  • Able to travel and live abroad for 2-3 months at a time;
  • College degree preferred but not required;
  • At least 3-5 years of working experience as an Operations Manager in a BPO set-up is required for this position;
  • Ability to use logic and reason to identify the strengths and weaknesses of alternative solutions;
  • Must have exceptional qualities, such as, but not limited to, analytical and problem-solving skills, project management, organizational skills, adaptability to pace and change, client-focused, and interpersonal skills manifested in collaboration;
  • Must possess strong organizational, interpersonal, and time management skills;
  • Must have excellent and effective written and oral communication skills;
  • Extremely knowledgeable in process and client management;
  • Willing and able to work on a shifting schedule and during holidays;
  • Must be amenable to work in Cebu Site Skyrise Alpha.
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