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Process Optimization Lead

1 week ago

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

Job Summary

We are looking for an experienced Operations Manager to join our team. The successful candidate will have a proven track record of success in the BPO industry, with at least 2 years of experience as a Senior Team Lead or Operations Manager.

The Operations Manager will be responsible for overseeing the day-to-day activities of the call center, ensuring that all operations are running smoothly and efficiently. This includes managing schedules, staffing, and resource allocation to meet client needs and service level agreements (SLAs).

Key Responsibilities

  1. Manage daily operations across multiple client accounts.
  2. Oversee scheduling, staffing, and resource allocation.
  3. Track and analyze KPIs and service metrics.
  4. Identify areas for improvement and implement strategies.
  5. Serve as the primary liaison between the call center and clients.

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.
  • Able to work onsite in Makati and Mandaluyong.
  • Able to work night shift.