Business Operations Team Lead

1 week ago


Taguig, National Capital Region, Philippines iOPEX Technologies Full time

iOPEX Technologies is committed to delivering high-quality services to our clients

We are seeking an experienced Operations Manager to lead our customer service and technical support teams

The successful candidate will:

  • Manage day-to-day operations of customer service and technical support
  • Lead weekly meetings with operations staff to discuss business-critical issues
  • Publish regular operations reports to clients
  • Develop operational goals, objectives, and strategies to meet client metrics
  • Analyze reports, records, and data from team leads and workforce management to ensure quality, efficiency, and productivity standards
  • Collaborate with cross-functional teams to achieve business objectives

Requirements:

  • Minimum 3 years of experience in managing operations in a BPO contact center environment
  • Excellent verbal and written English communication skills
  • Solid understanding of computer basics (Windows, Excel, Word, Operating Systems, and the Internet)
  • Ability to work night shifts and flexible schedules at our Bonifacio Global City office
  • Experience handling CSR/TSR campaigns
  • Ability to execute inbound programs to ensure service levels and financial objectives are met
  • Strong planning, forecasting, problem-solving, and analytical skills
  • Proven ability to develop, produce, and analyze reports from existing systems and make informed recommendations
  • Strong organizational, leadership, and interpersonal management skills
  • Excellent knowledge of manpower planning
  • Knowledge of current call center and workforce management technologies
  • Ability to interact with peers, senior management, and other departments professionally

We offer a comprehensive benefits package and opportunities for career advancement



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