Senior Operations Manager

1 month ago

Pasig, National Capital Region, Philippines Offshore Business Processing Full time

Job Summary:

We are seeking a highly skilled and experienced Senior Operations Manager to join our team at Offshore Business Processing. As a key member of our leadership team, you will be responsible for leading a team of 18-20 staff and ensuring the efficient operation of our day-to-day activities.

About Us:

At Offshore Business Processing, we offer a dynamic and challenging work environment that fosters growth and development. Our employees enjoy a range of benefits, including competitive salary, HMO coverage, and travel opportunities.

Responsibilities:

  • Supervise the daily operations of a team of 18-20 staff
  • Ensure Service Level Agreements (SLAs) and Key Performance Metrics are met on a daily basis
  • Support and develop staff to improve efficiency and performance of the team
  • Analyze agents' performance and develop action plans to bridge gaps
  • Serve as mentors and coaches to the reps on the floor and act as first point of escalation for client-specific issues
  • Motivate and coach team members on effective use of process and procedures
  • Maintain coaching logs and audits for documentation and reporting
  • Drive and track process parameters critical to quality and process
  • Attend regular meetings with the Management Team and clients
  • Proactively contribute ideas and provide timely feedback to the Management Team
  • Submit weekly and monthly reports to the client and Team Manager
  • Disseminate client-specific information in a timely manner
  • Provide clarifications and guidelines to enhance agents' understanding and competence relative to client-specific information and processes
  • Support the Operations Manager in providing leadership, guidance, and support to agents to ensure a positive and productive work atmosphere and team spirit
  • Address agents' needs and concerns, performance, and motivation issues and conflicts
  • Interact with external clients and the Management in the absence of the Team/Operations Manager
  • Drive a positive and healthy working environment

Requirements:

  • Candidate must possess at least a Vocational Diploma, Short Course Certificate, Bachelor's/College Degree in any course
  • With at least 2 SOLID years of working experience in the same role is required for this position
  • Demonstrated ability to coach, motivate, and provide performance feedback
  • Knowledgeable in conflict resolution and disciplinary methods
  • Proven ability to identify opportunities for process improvements
  • Exhibit understanding of workforce management and staffing
  • Demonstrate ability to develop and implement process improvement initiatives
  • Possess strong organizational, interpersonal, and time management skills
  • Proven experience in adapting to and leading change
  • Has effective written and oral communication skills
  • Willing and able to work on a shifting schedule and holidays
  • Proficient in a Microsoft Office Environment, specifically Word, PowerPoint, and Excel

Benefits:

  • Competitive salary: ₱85,000 - ₱110,000 per month (depending on experience)
  • HMO coverage
  • Travel opportunities
  • Get recognized for what you do
  • Achieve work-life balance
  • Improve exponentially with enhanced learning

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