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Operations Manager
4 weeks ago
On-site - Makati >10 Yrs Exp Bachelor Full-time
Job DescriptionDescription- ROLE: Operations Manager - BPO
- Location: MOA (Pasay), Philippines.
- Salary: Open for negotiation
- Joining Date: ASAP
- Headcounts: 4
- Permanent
- Report to: Senior Manager/AVP
- Must Have: Travel Account background experience, Minimum 10 years in BPO, and at least 6 years of supervisory experience.
- Capacity planning and staffing plans for the process based on medium term business forecast.
- Negotiating and finalizing SLA's with the Client.
- Establishing a review/reporting mechanism with the Client.
- Developing and approving incentive plans.
- Be a Champion for process & performance improvement projects.
- Develop case studies, showcase the business and participate in business acquisition.
- Review progress of attrition action plans and check effectiveness.
- Provide leadership to a team of lead assistant managers, team leaders, and agents.
- Setting goals that align with organizational objectives. Develop and implement actionable strategies to help the team meet targets and client expectations.
- Ensure compliance with internal policies and procedures, external regulations, and information security standards.
- Customer Service orientation.
- Quality Orientation.
- People-oriented.
- Capability to prepare and conduct business reviews.
- Outstanding leadership, people management, and communication skills.
- Displays integrity.
- Business perspective and a capability to drive improvement based on benchmarks.
- Good cross-functional appreciation and capability to team with relevant others to drive business objectives.
