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Performance Manager

1 week ago

Davao City, Davao, Philippines Fpsinc Full time

About Our Company

Fpsinc is a leading performance-based outsourcing firm headquartered in Boston, MA, with operations in Kansas City, MO; Metro Manila, Philippines, Bogota, Colombia, and Chennai, India. We employ the best people, processes, and proprietary technology available to deliver multichannel solutions for our clients and provide fulfilling careers for our employees.

Our Mission: To create conditions wherein people can thrive

As a Performance Manager, you will oversee and drive performance and continuously improve overall client experience and results. You will manage the efficiency and profitability of core programs or LOB while also ensuring successful execution in the interconnected operations across the enterprise.

Main Responsibilities:

  • Manage 5-7 Team Managers in the business. Manage all operational key metrics, as well as, Attrition, Management Development, and create a high performing team.
  • Provide business updates with Client on a weekly/monthly basis. Drive new initiatives to drive overall performance, coordinate and drive case studies to address risk and drive improvements within current processes.
  • Responsible for managing call center operations activities including day-to-day operations, training, and quality for one or more accounts/programs/LOB's that contribute to the acquisition, satisfaction, and retention of client contracts/agreements
  • Ensures achievement of service levels, key performance indicators, business objectives and financial targets stipulated by the primary client in conjunction with FPS through active coordination with various Operations and Support teams (i.e. Quality, Training, Human Resources, I.T., etc.)

Key Qualifications:

  • Minimum 2 years experience as an Operations Manager.
  • Worked in a BPO/call center setup for a minimum of 5 years.
  • Solid experience in scaling an operation over time, which includes recruitment & change management processes.
  • Humble but assertive; pro-active; solution-oriented; problem-solving skills; great coach.
  • Objective and data-oriented, exposure to concepts such as Six Sigma, LEAN (preferable).
  • Strong leadership and people management skills.