Senior Operations Manager

2 days ago

General Santos, Soccsksargen, Philippines beBeeLeadership Full time ₱1,500,000 - ₱2,300,000
Operations Leadership Opportunity

We are seeking a seasoned operations leader to drive business results and deliver exceptional customer experiences.

Job Description:

The Operations Manager will oversee the day-to-day activities of our contact center, leading a team of front-line supervisors and staff to achieve operational excellence. This includes directing workforce management execution, optimizing operational efficiencies, and ensuring compliance with corporate risk and other regulatory requirements.

This role requires strong leadership and management capabilities, specifically related to proactive succession management and performance management within the team. The ideal candidate will be able to motivate, inspire, and rally a team around a common vision.

Key Responsibilities:
  • Lead a team of 8-10 Front Line Supervisors and Staff (total span of control 100+), across 24 x 7 service shifts
  • Direct the overall service-related activities for the team's customer service function. Support the company's customer experience and operations strategies
  • Lead People Initiatives with Human Resources including compensation planning, performance management, staffing, employee relations, employee recruitment, training, teaming, and employee development
  • Interface with other service functions and business units accordingly
Required Skills and Qualifications:
  • High School Diploma or equivalent required. Bachelor's Degree preferred.
  • 5+ years' experience managing within a Contact Center or Call Center Operations Management environment required
  • Experience in leading multi-channel virtual operational teams.
  • Experience leading in a Customer Centric culture. Strong customer service orientation.
  • Experience with Net Promoter Score (NPS) preferred and a proven history of improving an operation's overall effectiveness and efficiency while improving the customer experience.
Competency Requirements:
  • Strong operational orientation and competence. Demonstrated influential leadership in/with a highly matrixed operations organization.
  • Proven results in leading an organization and peers through changing business and/or operations priorities.
  • Excellent leadership and management capability, specifically related to proactive succession management and performance management within the team.
  • Ability to motivate, inspire, and rally a team around a common vision.
General Safety and Security:
  • Protects the organization's assets by upholding the principles of the Quality Information Security Management System (QISMS).
  • Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization's business functions.

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