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Business Operations Executive

1 week ago


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

About ISTA Solutions:

ISTA Solutions is an outsourcing/offshoring company dedicated to delivering exceptional service to our clients. As a rapidly expanding team, we seek an experienced Operations Manager to join us in driving success and fostering employee satisfaction.

We pride ourselves on creating a culture focused on long-term success and life-long learning. Our commitment to employees and clients alike drives our pursuit of excellence.

Job Description:

  • Manage daily operations across multiple client accounts, ensuring efficient and effective processes and workflows.
  • Oversee scheduling, staffing, and resource allocation to meet client needs and service level agreements (SLAs).
Key Responsibilities:
  1. Track and analyze key performance indicators (KPIs) and service metrics for each account.
  2. Identify areas for improvement and implement strategies to enhance performance and efficiency.
Leadership Opportunities:
  • Lead and motivate call center supervisors, agents, and other team members.
  • Provide guidance, training, and support to ensure that team members are effective and engaged.
Quality Assurance:
  • Implement and monitor quality control processes to ensure that service standards are upheld.
  • Conduct regular audits and evaluations of call center interactions and provide feedback for improvement.
Strategic Planning:
  • Develop and execute strategies to optimize account performance and achieve client goals.
  • Work with clients to understand their evolving needs and adjust operational plans accordingly.

Requirements:

  • Proven experience in the BPO Industry.
  • At least 2 years experience as Senior Team Lead or Operations Manager.
  • Have experience in handling an Airline/Travel Account.
  • Excellent verbal and written English skills.
  • Able to work night shift.

Benefits:

  • Competitive salary and benefits.
  • Health Insurance with free dependents.
  • Night differential.
  • Attendance Bonus.
  • Paid time off.
  • Convertible to cash leave credits.
  • Performance Appraisal.
  • Work-life balance.
  • Career growth opportunities.
  • Continuous learning and innovation.