Senior Operations Manager

4 weeks ago


Pasig, National Capital Region, Philippines Cobden & Carter International Full time
Operations Manager Job Description

Cobden & Carter International is seeking a highly skilled Operations Manager to join our team. The successful candidate will be responsible for managing escalated transactions, reviewing and updating leave requests, and participating in weekly meetings to discuss project updates.

Key Responsibilities:

  • Develop and improve coaching skills of all leaders
  • Manage escalated transactions from clients/customers/team members
  • Review, plan and update leave requests from all levels
  • Update team members on process and policies changes rolled out by client
  • Participate/Organize weekly meetings on project updates
  • Complete the needs of reporting such as Operations Health Check, EWS Process & its Analysis
  • Able to compute profit and loss of the project
  • Address and manage attrition consistently and continuously discuss the progress and ways to improve with Operations
  • Always seek ways to have discussion on Probationary Scorecard, Operational Policies, setting of expectations etc. for further improvements
  • Prepare, develop and present projects performances to client

Requirements:

  • Graduate of Any 4-year course
  • Work experience in the same or related role for at least 3 years
  • Preferred exposure in the multinational BPO / Call Center industry
  • Six Sigma Certification is an advantage
  • Technical Software Account
  • Should have handled multiple support channels - Voice, Email, and Chat
  • Must have experience in backlogs management
  • Tech Support background as an operations Manager is a plus
  • International Airline Account
  • Should be highly analytical with forecasting and scheduling skills
  • Experience in handling a Travel account as an operations Manager is a plus
  • Shared (Multiple Accounts)
  • Have experience in launching an account
  • Highly analytical and should have excellent RCA skills
  • Strong decision-making skills
  • Background in handling solar power and home appliance accounts are a plus


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