Operations Manager

4 days ago

Taguig, National Capital Region, Philippines Welsend Global Services Full time

Role Name: Operations Manager

Company Overview: Call Center/ IT-Enabled Service/ BPO

Job Responsibilities

This position handles operational and tactical decisions, such as developing key performance metrics, managing outsourcing, and developing team leaders.

Operations Strategy And Planning
  1. Contribute positively and effectively to a new BPO.
  2. Supervise agents, supervisors, and team leaders in day-to-day operations in accordance with organizational policies and applicable legal requirements.
  3. Continuously develop, implement, and review operational strategies, evaluate state-of-the-art technologies, and establish systems, policies, and procedures to improve efficiency, reduce errors, and enhance productivity.
  4. Provide subject matter expertise in handling escalated calls and complaints, and implement best practices in the process.
  5. Develop and maintain effective processes for recruiting, onboarding, training, scheduling, mentoring, coaching, performance standards, and rewards and recognition for people and leadership development.
Client-Centric
  1. Participate in the development and presentation of business development proposals.
  2. Provide excellent customer service, assess client needs through Key Performance Indicators (KPIs), ensure customer satisfaction, and report on performance related to customer accounts.
  3. Balance the needs of key stakeholders and ensure teams are aware of business objectives.
  4. Implement and oversee the quality of deliverables, and effectively manage team relationships to ensure exceptional performance.
  5. Maintain data privacy and protect customer information.
People And Leadership
  1. Coach and develop direct reports to acquire and refine necessary job skills through constructive feedback, ongoing training, and other coaching techniques. Conduct regular performance reviews and one-on-one meetings with direct reports to evaluate performance against KPIs.
  2. Provide regular feedback to the Director, Chief Operating Officer, and other members of the management team regarding current operational performance. Escalate issues appropriately and in real-time, including but not limited to financial, performance, and human resources issues.
  3. Ensure compliance with all company and business policies, procedures, and regulations relating to job duties by following the "lead by example" rule.
  4. Execute short- and long-term performance goals developed by the Senior Management Team.
  5. Collaborate with respective Operational Support Teams to train employees to meet client demands.
  6. Be responsible for the department's overall performance and for motivating the team to exceed departmental goals and objectives.
  7. Monitor staff work for quality assurance to foster continuous process improvement and provide excellent service to all customers.
  8. Effectively coach direct reports on their performance to ensure they meet performance metrics.
  9. Develop and implement a succession leadership plan and a learning and development program to decrease attrition rates and maintain employee satisfaction.
  10. Maintain a safe and secure work environment by adhering to safety practices.
  11. Perform other duties as assigned by management.
Requirements
  1. Significant experience (8+ years) in call center operations management, preferably in the technical, after-sales, and customer engagement services industry.
  2. Demonstrated expertise in leading and motivating teams, including managing retention.
  3. Strong problem-solving and decision-making skills, with the ability to thrive in a fast-paced, dynamic environment.
  4. Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams.
  5. Proficient in data analysis and performance management, with a focus on continuous improvement.
  6. Holds Lean Six Sigma Certification.
  7. Exhibits a high degree of integrity when handling sensitive information.
  8. A Bachelor's degree or equivalent in a relevant field.
Work Setup
  1. Willing to work in McKinley, Taguig City (on-site).
  2. Full time position.
  3. Shifting schedule (day and night shift coverage).
  4. Can start immediately.
#J-18808-Ljbffr

  • Operations Manager

    3 weeks ago

    Taguig, National Capital Region, Philippines Welsend Global Services Inc. Full time

    Role Name: Operations ManagerCompany Overview: Call Center/ IT-Enabled Service/ BPOJob Responsibilities:This position handles operational and tactical decisions, such as developing key performance metrics, managing outsourcing, and developing team leaders.Operations Strategy and Planning:Contribute positively and effective to a new BPO Supervise agents,...

  • IT Operations Manager

    5 days ago

    Taguig, National Capital Region, Philippines ETeam PH Full time

    Job OverviewWe are seeking an experienced IT Operations Manager to join our team at ETeam PH. The ideal candidate will have a strong background in IT operations and maintenance, with expertise in monitoring system setup and maintenance.Key ResponsibilitiesMeasure and optimize system and application performanceEnable end-to-end visibility and innovate for...

  • Operations Manager

    1 week ago

    Taguig, National Capital Region, Philippines Gratitude Philippines Full time

    Educational Background: B.S NursingQualifications: 8+ years of related experience or equivalent combination of education and experiencerequired to include 2+ years of direct clinical care OR 2+ years of casemanagement/utilization management required.  Bachelor's degree in nursing (BSN) from accredited college or university or equivalentwork experience...

  • Operations Manager

    3 weeks ago

    Taguig, National Capital Region, Philippines Gratitude Philippines Full time

    Educational Background: B.S NursingQualifications: 8+ years of related experience or equivalent combination of education and experiencerequired to include 2+ years of direct clinical care OR 2+ years of casemanagement/utilization management required.  Bachelor's degree in nursing (BSN) from accredited college or university or equivalentwork experience...

  • Casino Operations Manager

    2 days ago

    Taguig, National Capital Region, Philippines Playmate Leisure Solutions Corp. Full time

    Job OverviewWe are seeking an experienced Casino Operations Manager to oversee the gaming floor operations at Playmate Leisure Solutions Corp.The ideal candidate will have a strong background in casino operations and leadership skills to manage the performance of dealers and other staff, ensure compliance with regulations, and provide excellent customer...

  • Operations Manager

    5 days ago

    Taguig, National Capital Region, Philippines EastWest Bank Full time

    About the JobWe are seeking an Operations Manager - Project Management to join our team in Taguig.The successful candidate will be responsible for managing store sales activities, including developing and implementing marketing strategies to achieve business objectives.Key Responsibilities:Manage project teams to deliver projects on time, within budget, and...

  • Manager Operational Risk Management

    4 days ago

    Taguig, National Capital Region, Philippines American Express Full time

    Manager Operational Risk Management (ORM) Policy ExecutionYou Lead the Way. We've Got Your Back.#10th in Fortune Magazine's 2025 World's Most Admired Companies#1st in the J.D. Power 2024 U.S. Credit Card Satisfaction Study of National Credit Card Issuers#1st for Digital Experiences in J.D. Power U.S. Study 2024#1st in Fortune's Best Workplaces in Financial...

  • Logistics and Operations Manager

    4 days ago

    Taguig, National Capital Region, Philippines Neksjob Philippines Full time

    About the RoleThe Logistics and Operations Manager will be responsible for overseeing the development, implementation, and maintenance of our company's logistics and operational procedures. This includes managing inventory levels, optimizing shipping routes, and ensuring seamless communication between departments.

  • Operations Manager

    3 weeks ago

    Taguig, National Capital Region, Philippines Risewave Consulting Inc Full time

    Position Purpose:- Provide the leadership to the Philippines plant. Ensure 100% Safe & Well for the employees, contractors, and visitors. Establishes productions strategies and tactical plans to assure that operations are carried out at maximum efficiency, in accordance with corporate standards, company culture and business short- and long-term strategic...

  • Financial Operations Manager

    5 days ago

    Taguig, National Capital Region, Philippines Aboitiz Group Full time

    Job SummaryThe Aboitiz Foundation seeks a highly skilled Financial Operations Manager to oversee the accounting function, financial reporting, and regulatory compliance. This role is responsible for tracking, monitoring, and evaluating daily accounting operations to ensure accurate financial reporting that supports management decisions.

  • Operations Services Manager

    7 days ago

    Taguig, National Capital Region, Philippines Globe Telecom, Inc. Full time

    Operations Services ManagerThe Operations Services Manager is responsible for overseeing the day-to-day operations of our service delivery team. This includes managing the service catalog, coordinating with internal teams, and resolving service issues.The successful candidate will possess strong leadership skills, with the ability to motivate and guide a...

  • Bakery Operations Manager

    2 days ago

    Taguig, National Capital Region, Philippines Jollibee Group of Companies Full time

    Job ResponsibilitiesWe are seeking an experienced Senior Baker to join our team. The successful candidate will be responsible for:Managing the overall back of house operations, including inventory management and ordering of raw materials.Ensuring timely and accurate completion of tasks related to final preparation of bakery products.Improving existing...

  • Cloud Operations Manager

    6 days ago

    Taguig, National Capital Region, Philippines Google Full time

    About the RoleThe Google Cloud Vendor Management Office (VMO) plays a vital role in managing all extended workforce needs across Google Cloud. This encompasses strategy, partner selection, governance, operations, and performance management. The VMO collaborates closely with various Cloud teams to set up new vendor engagements and enhance existing ones.In...

  • BPO Operations Manager

    3 weeks ago

    Taguig, National Capital Region, Philippines Manpower Core Group Inc. Full time

    Key skillsmanger operationsHealthcare domainHealthcare OperationPH HealthcareMinimum 2 years leadership role in BPO HealthcareHealthcare accountBPO Healthcare.Functional Title: Operations Manager.Educational Background: B.S NursingQualifications: 8+ years of related experience or equivalent combination of education and experience required to include 2+...

  • Fleet Operations Manager

    2 days ago

    Taguig, National Capital Region, Philippines Lucky Chime Industrial Development Corp Full time

    About Fleet Coordinator PositionWe are seeking a highly skilled Fleet Coordinator to manage our fleet operations, ensuring efficient and safe transportation of goods and services.Job Responsibilities:Fleet Management: Coordinate and oversee multiple fleet operations, scheduling, and maintenance tasks.Maintenance and Compliance: Monitor and maintain accurate...

  • Financial Operations Manager

    7 hours ago

    Taguig, National Capital Region, Philippines Aboitiz Power Full time

    Aboitiz Power is seeking a highly experienced Financial Operations Manager to lead our financial operations function.The ideal candidate will have a strong background in finance, with a minimum of 8 years of experience in financial planning and operations. They will be responsible for maintaining periodic monitoring and enforcing compliance with governance...

  • Retail Operations Manager

    3 hours ago

    Taguig, National Capital Region, Philippines Golden Acres Food Service Corporation Full time

    On-site - Taguig 5-10 Yrs Exp Bachelor Full-timeJob DescriptionDescriptionGolden Acres Food Service Corporation is seeking a highly motivated and experienced Retail Operations Manager with a specialized focus on meat products. This individual will be responsible for overseeing the day-to-day operations of our retail meat stores, ensuring smooth operations,...

  • BPO Operations Manager

    1 week ago

    Taguig, National Capital Region, Philippines Manpower Core Group Inc. Full time

    Key skillsmanger operationsHealthcare domainHealthcare OperationPH HealthcareMinimum 2 years leadership role in BPO HealthcareHealthcare accountBPO Healthcare.Functional Title: Operations Manager.Educational Background: B.S NursingQualifications: 8+ years of related experience or equivalent combination of education and experience required to include 2+...

  • Global Operations Manager

    3 days ago

    Taguig, National Capital Region, Philippines Principal Global Services Full time

    Operational Leadership:We are seeking an experienced Team Lead to join our operations team at Principal Global Services. In this role, you will be responsible for leading small to medium operations with single to multiple units. You will work closely with management to develop and implement strategies that drive business growth and success.Main...

  • Branch Operations Manager

    4 days ago

    Taguig, National Capital Region, Philippines China Bank PH Full time

    Job Title: Branch Operations ManagerAbout China Bank PH:We are a leading financial institution in the Philippines, committed to providing excellent banking services to our customers. As a key member of our team, you will play a critical role in ensuring the smooth operation of our branch.Key Responsibilities:Oversight and management of day-to-day branch...