Operations Manager

2 days ago

Bacolod City, Western Visayas, Philippines beBeeLeadership Full time
Job Summary:

This role requires a multi-skilled leader with deep customer experience background to help evolve the customer care organization onsite in Bacolod City. The ideal candidate will be focused on setting and achieving targets, fostering a strong team environment across agents, and thinking strategically and analytically.

Key Responsibilities:

  • Lead customer care efforts, building out and executing on a global roadmap rooted in service level agreements and key performance indicators.
  • Establish and evolve reporting on service level agreements, key performance indicators, and other relevant insights, regularly present data to leadership.
  • Manage client communication and relationships.
  • Evaluate existing systems and processes and implement redesigns to improve and optimize key performance indicators and efficiency.
  • Establish clear and measurable goals for the customer service teams; develop applicable metrics and track achievement of goals.
  • Oversee the deployment of technology and features that improve customer experience.
  • Act as a change agent, systematically driving continuous improvement and operational excellence.
  • Stay abreast of overall business targets, schedules, and activities.
  • Work closely with other functions for efficient day-to-day business operations.
  • Collaborate other groups to address customer-impacting issues, armed with clear, data-driven business cases.
  • Manage staffing workforce planning adequately to cover volume and achieve service level agreements.
  • Oversee the training and development of current/new hires to provide the level of service that exceed customer expectations.
  • Ensure full compliance with all regulations, compliance, and audit reports.

Required Skills and Qualifications:

  • A minimum of a Bachelor's degree is preferred, or equivalent work experience.
  • 10+ years of customer care, customer service, BPO operations, and/or consulting experience
  • 5+ years of experience in a people management role preferred.
  • Experience presenting to senior leadership, partnering cross-functionally, and driving change.
  • Complete understanding of BPO operations, vendor management, operating procedures, and performance metrics; strong knowledge of CRM, call center software tools, and cloud-based telephony.
  • Demonstrated leadership and ability to work independently with minimal direction.
  • Ability to establish a positive working environment, coach, and guide teams.
  • Established competency in creating and rolling out customer service processes, policies, and procedures.
  • Highly developed problem-solving skills and sound decision-making combined with analytical experience are required; ability to analyze data, identify issues, and implement process improvements.

Benefits:

The ideal candidate will have the opportunity to work onsite in a dynamic and fast-paced environment, surrounded by a talented team of professionals.

Others:

Must be willing to work on-site following a shifting/graveyard schedule.

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