Business Operations Leader

2 days ago

Pasay, National Capital Region, Philippines beBeeOperations Full time ₱250,000 - ₱500,000
Job Description

This role is responsible for overseeing operations and performance of the team to ensure all agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met.

  • Develop strategies for reducing attrition and improving employee satisfaction.
  • Document monthly performance reviews of Agents and Assistant Managers.
  • Conduct executive quarterly and annual appraisals of Agents and Assistant Managers, followed by effective development processes.
  • Drive reward and recognition activity on the floor to boost participation and enthusiasm.
  • Identify areas for improvement, scope projects, and involve relevant parties to drive process excellence methodology.
  • Review KPI performance on a near-term basis and develop plans for improvement.
  • Stay in touch with clients at the Process Owner level daily to review progress.
Required Skills and Qualifications

Technical skills include:

  • Above-average knowledge of MS Office applications like PowerPoint, MS Word, and MS Excel.
  • Basic skills in Minitab.
  • Internet usage and email access.
  • Basic knowledge in forecasting and scheduling.
  • Contact center management.
  • Understanding of risk management and compliance requirements to ensure operations adhere to legal, regulatory, and industry standards.
  • Proficiency in using data analysis and reporting tools to monitor operational performance metrics and identify areas for improvement.
  • Knowledge in operations management methodologies, such as Lean or Six Sigma, to drive process improvements, increase efficiency, and reduce costs.

Soft skills include:

  • Collaboration and teamwork skills to build relationships across departments and facilitate cross-functional cooperation.
  • Strong organizational and time management skills to prioritize tasks, meet deadlines, and manage multiple projects simultaneously.
  • Decision-making skills to make informed and timely decisions based on data and business objectives.
  • Analytical skills.
  • Operational planning and process management.
  • Ability to multitask.
  • Interpersonal skills.
  • Customer service focus.
  • Coaching and mentoring skills.
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