Operations Manager ISTA

4 days ago

Mandaluyong City, National Capital Region, Philippines ISTA Solutions Full time

ISTA Solutions, an outsourcing/offshoring company, is in search of an experienced Operations Manager to join our rapidly expanding team. As a member of our team, you will have the opportunity to work with highly skilled professionals, who prioritize employee satisfaction and work-life balance. At ISTA Solutions, we pride ourselves on creating a culture focused on long-term success and life-long learning. We're looking for a team player who is ready to contribute to our mission, just like you

The Operations Manager will be responsible for overseeing the smooth operation of call center activities for multiple accounts, ensuring high-quality service delivery, and driving performance improvements.

Roles and responsibilities:
Operational Management:
  1. Manage daily operations across multiple client accounts, ensuring that all processes and workflows are efficient and effective.
  2. Oversee scheduling, staffing, and resource allocation to meet client needs and service level agreements (SLAs).
Performance Monitoring:
  1. Track and analyze key performance indicators (KPIs) and service metrics for each account.
  2. Identify areas for improvement and implement strategies to enhance performance and efficiency.
Client Management:
  1. Serve as the primary liaison between the call center and clients, addressing any concerns or issues promptly.
  2. Ensure that client expectations are met and exceeded, maintaining strong relationships and high levels of satisfaction.
Team Leadership:
  1. Lead and motivate call center supervisors, agents, and other team members.
  2. Provide guidance, training, and support to ensure that team members are effective and engaged.
Quality Assurance:
  1. Implement and monitor quality control processes to ensure that service standards are upheld.
  2. Conduct regular audits and evaluations of call center interactions and provide feedback for improvement.
Strategic Planning:
  1. Develop and execute strategies to optimize account performance and achieve client goals.
  2. Work with clients to understand their evolving needs and adjust operational plans accordingly.
Reporting and Analysis:
  1. Prepare and present detailed reports on account performance, including metrics, trends, and areas for improvement.
  2. Use data-driven insights to make informed decisions and drive continuous improvement.
Problem Resolution:
  1. Address and resolve complex issues or escalations that arise, both internally and with clients.
  2. Implement corrective actions and preventive measures to avoid future problems.
Process Improvement:
  1. Continuously assess and refine operational processes to enhance efficiency and effectiveness.
  2. Implement best practices and innovative solutions to improve service delivery and client satisfaction.
Requirements:
  1. Proven experience in the BPO Industry.
  2. At least 2 years experience as Senior Team Lead or Operations Manager.
  3. Have experience in handling an Airline/Travel Account.
  4. Excellent verbal and written English skills.
  5. Must be amenable working onsite in Buendia, Makati and Shaw Blvd, Mandaluyong.
  6. Amenable working night shift.
Benefits:
What can we offer you?
  1. Competitive salary and benefits.
  2. Health Insurance with free dependents.
  3. 10%-night differential.
  4. Attendance Bonus.
  5. Paid time off.
  6. Convertible to cash leave credits.
  7. Performance Appraisal.
  8. Work-life balance.
  9. A focus on growing your career path with us.
  10. We encourage you to follow your passions and learn new skills.
Our commitment to you:
  1. Strong culture and values-driven leadership.
  2. We create opportunities for you to learn and grow at any stage of your career.
  3. Continuous learning and innovation.
  4. We foster an all inclusive environment where everyone thrives.
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