Operations Manager
4 days ago
Talent Acquisition Expert @ Wipro | Streamlining Hiring Processes, Boosting Recruitment Results
Designation: Operations Manager
Location: Cebu, Philippines
Eligibility Criteria: Any Graduate/Postgraduate
ResponsibilitiesLine of Business Management & Operations Oversight
- Oversee and manage multiple line of business ensuring smooth operations and alignment with business objectives
- Overall responsible for achieving all KPI's for the account
- Develop, implement, and optimize client processes to improve productivity and service quality for the customers
- Ensure execution of delivery of work across one or more line of business
- Develop and implement operational policies and procedures for efficient operations
- Oversee staffing plans, recruitment, and training
Team Leadership & Performance Management
- Lead, mentor, and develop a high-performing team, fostering a culture of accountability and excellence.
- Monitors, evaluate and reports performance of assigned projects/work in any given time
- Manage day-to-day operations, overseeing the operations team
- Daily monitoring of team's performance, set KPIs, and implement strategies and continuous improvement.
- Provide training and guidance to ensure team leaders are equipped with the necessary skills to run the program
Client & Stakeholder Management
- Will be the Primary contact supporting client account(s) for ensuring customer satisfaction
- Interact with senior management levels at client and or within the company
- Build and maintain strong relationships with clients and internal teams
- Collaborate cross-departmentally to align operations with organizational objectives
Process Improvement & Compliance
- Ensure compliance with company and client policies
- Continuously seek innovative ways to improve efficiency and customer experience
Skills:
- More than 5 years of experience in a Management Position of which 2 years minimum in an Ops Manager role handling more than 200+ FTE
- The management positions require strong technical, communication, and management skills along with solid experience in the operations of a Call Centre Voice business
- Good spoken and written Business English Language
- Strategic planning to meet the demands of Business and Customer
- Strong Decision-Making skills with foresight for future business
- Able to adapt to any situation and work with constraints
Mid-Senior level
Employment typeFull-time
Job functionCustomer Service, Strategy/Planning, and Management
IndustriesOutsourcing and Offshoring Consulting, Business Consulting and Services, and IT Services and IT Consulting
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