Operations Director

5 days ago


Pasig, National Capital Region, Philippines Support Services Group Full time

Overview

Support Services Group (SSG) is a global leader in providing business process outsourcing (BPO) solutions for customer support, technical assistance, and back-office functions.

We are committed to delivering world-class service and innovative solutions that drive client success. Our team of experts works closely with clients to understand their unique needs and develop tailored solutions that meet their objectives.

About the Role

The Junior Operations Manager will play a key role in managing day-to-day operations, driving process improvements, and ensuring service excellence. This position offers the opportunity to collaborate with cross-functional teams, develop leadership skills, and contribute directly to client and company success.

Main Responsibilities:

  • Assist in planning, coordinating, and overseeing daily operational activities to ensure seamless delivery of services.
  • Monitor key performance indicators (KPIs) to identify opportunities for improvement and ensure targets are met.
  • Support team leaders in coaching and developing team members to maintain high performance levels and promote a culture of continuous learning.
  • Collaborate with the senior operations manager to implement and enforce policies and procedures that enhance productivity and quality.
  • Analyze operational data to generate reports and present findings to stakeholders to inform strategic decision-making.
  • Maintain open communication with clients to address concerns and ensure satisfaction with service delivery.
  • Participate in strategic planning for process enhancements and workforce management to drive business growth and improvement.
  • Ensure compliance with company standards, policies, and industry regulations to minimize risk and maximize efficiency.

Requirements:

  • Bachelor's degree in business administration, operations management, or related field (or equivalent experience).
  • 3+ years of experience in an operations, supervisory, or support management role, preferably in a BPO or customer support environment.
  • Strong problem-solving skills and a proactive approach to identifying challenges and solutions.
  • Excellent communication and interpersonal skills for both internal teams and external clients.
  • Proficiency in operational reporting, data analysis, and performance monitoring tools to inform business decisions.
  • Ability to work in a fast-paced environment and manage multiple priorities to achieve business objectives.
  • Leadership qualities with the ability to inspire and motivate teams to deliver exceptional results.


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