Operations Leadership Role

7 days ago


Ayala Alabang, National Capital Region, Philippines beBeeLeadership Full time
Job Title:

Operations Leadership Position


Job Description:

The successful candidate will be responsible for leading a team of operations professionals to drive business growth and efficiency. This includes owning key performance indicators, monitoring live dashboards, and intervening quickly to protect service level agreements.

Additionally, the ideal candidate will coach and develop team members, run tight operations, solve problems early, report and improve processes, partner cross-functionally, and build a positive company culture.

The right individual will have a proven track record of BPO team leadership, KPI and QA management, scheduling and workforce management fundamentals, CRM and systems comfort, reporting and analysis skills, and process discipline.

Required Skills and Qualifications:
  • Proven BPO team leadership experience
  • KPI & QA management: calibration, audit reads, action planning
  • Scheduling & WFM fundamentals: adherence, shrinkage, coverage
  • CRM/Systems: comfort with CRM, Quality Management, Workforce Management, ticketing, and reporting tools
  • Reporting & analysis: Excel/Google Sheets, dashboard reads, RCA documentation
  • Process discipline: SOPs, compliance, and case documentation
Benefits:
  • Paid leaves and allowances
  • Opportunities for career advancement and skills training
  • Competitive base salary with performance incentives
  • Ongoing training, coaching resources, and career growth pathways


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