Operations Manager ISTA

1 week ago

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

4 weeks ago Be among the first 25 applicants

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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

Roles and responsibilities:

  1. Operational Management:
    • Manage daily operations across multiple client accounts, ensuring that all processes and workflows are efficient and effective.
    • Oversee scheduling, staffing, and resource allocation to meet client needs and service level agreements (SLAs).
  2. Performance Monitoring:
    • Track and analyze key performance indicators (KPIs) and service metrics for each account.
    • Identify areas for improvement and implement strategies to enhance performance and efficiency.
  3. Client Management:
    • Serve as the primary liaison between the call center and clients, addressing any concerns or issues promptly.
    • Ensure that client expectations are met and exceeded, maintaining strong relationships and high levels of satisfaction.
  4. Team Leadership:
    • Lead and motivate call center supervisors, agents, and other team members.
    • Provide guidance, training, and support to ensure that team members are effective and engaged.
  5. Quality Assurance:
    • Implement and monitor quality control processes to ensure that service standards are upheld.
    • Conduct regular audits and evaluations of call center interactions and provide feedback for improvement.
  6. Strategic Planning:
    • Develop and execute strategies to optimize account performance and achieve client goals.
    • Work with clients to understand their evolving needs and adjust operational plans accordingly.
  7. Reporting and Analysis:
    • Prepare and present detailed reports on account performance, including metrics, trends, and areas for improvement.
    • Use data-driven insights to make informed decisions and drive continuous improvement.
  8. Problem Resolution:
    • Address and resolve complex issues or escalations that arise, both internally and with clients.
    • Implement corrective actions and preventive measures to avoid future problems.
  9. Process Improvement:
    • Continuously assess and refine operational processes to enhance efficiency and effectiveness.
    • Implement best practices and innovative solutions to improve service delivery and client satisfaction.

Requirements:

  • Proven experience in the BPO Industry.
  • At least 2 years experience as Senior Team Lead or Operations Manager.
  • Experience in handling an Airline/Travel Account.
  • Excellent verbal and written English skills.
  • Must be amenable to working onsite in Buendia, Makati and Shaw Blvd, Mandaluyong.
  • Amenable to working night shift.

Benefits:

  • Competitive salary and benefits.
  • Health Insurance with free dependents.
  • 10%-night differential.
  • Attendance Bonus.
  • Paid time off.
  • Convertible to cash leave credits.
  • Performance Appraisal.
  • Work-life balance.
  • A focus on growing your career path with us.
  • We encourage you to follow your passions and learn new skills.

Our commitment to you:

  • Strong culture and values-driven leadership.
  • We create opportunities for you to learn and grow at any stage of your career.
  • Continuous learning and innovation.
  • We foster an all-inclusive environment where everyone thrives.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Management and Manufacturing

Industries: IT Services and IT Consulting

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