Operations Manager

Role Name: Operations Manager

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

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

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.

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.

1. Coach and develop direct reports to acquire and refine necessary job skills through constructive feedback, ongoing training, and other coaching techniques.
2. Conduct regular performance reviews and one-on-one meetings with direct reports to evaluate performance against KPIs.
3. Provide regular feedback to the Director, Chief Operating Officer, and other members of the management team regarding current operational performance.
4. Escalate issues appropriately and in real-time, including but not limited to financial, performance, and human resources issues.
5. Ensure compliance with all company and business policies, procedures, and regulations relating to job duties by following the "lead by example" rule.
6. Execute short- and long-term performance goals developed by the Senior Management Team.
7. Collaborate with respective Operational Support Teams to train employees to meet client demands.
8. Be responsible for the department's overall performance and for motivating the team to exceed departmental goals and objectives.
9. Monitor staff work for quality assurance to foster continuous process improvement and provide excellent service to all customers.
10. Effectively coach direct reports on their performance to ensure they meet performance metrics.
11. Develop and implement a succession leadership plan and a learning and development program to decrease attrition rates and maintain employee satisfaction.
12. Maintain a safe and secure work environment by adhering to safety practices.
13. Perform other duties as assigned by management.

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.

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.