Global Operations Excellence Lead
4 days ago
Emapta Global is a leading provider of home cleaning and maintenance services, blending innovative technology with trusted expertise. Our mission is to simplify household care by delivering exceptional quality and professionalism.
Salary:
We offer a competitive salary package that includes a comprehensive benefits program, designed to support your well-being and career growth. Our compensation structure is based on performance and experience, ensuring you are fairly rewarded for your contributions.
Job Description:
As an Operations Manager at Emapta Global, you will be responsible for overseeing the first-line support team, driving sales per hour, and monitoring agent performance. Your key objectives will include ensuring responsiveness, achieving service-level targets, and fostering high-performance cultures.
Required Skills and Qualifications:
To succeed in this role, you will need:
- 10+ years of experience in operations management within a BPO environment
- Proven experience in scaling customer service and sales teams in a two-sided marketplace industry
- Demonstrated success in managing and improving customer service and sales team performance
- Strong expertise in workforce management, performance management, and queue management
- Proficiency in using CRMs for service management and reporting (Zendesk experience is a bonus)
Benefits:
At Emapta Global, we value our employees and offer a range of benefits to support their well-being and career development. These include:
- Day 1 HMO coverage with free dependent
- Competitive Salary Package
- Prime office location in Makati City (Easy access to MRT stations, restaurants, and banks)
- Unlimited upskilling through Emapta Academy courses
- Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
- Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
- Unlimited opportunities for employee referral incentives across the organization
- Total of 20 annual leaves to be used at your own discretion (including 5 credits convertible to cash)
- Mentorship and exposure to global leaders and teams
- Diverse and supportive work environment
Others:
If you are a motivated and experienced professional looking for a challenging opportunity, we encourage you to apply. As an Operations Manager at Emapta Global, you will have the chance to drive business growth, develop your skills, and make a meaningful contribution to our team.
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