Operations Excellence Director
2 weeks ago
Company Overview:
BEST CAREERS AND OPPORTUNITIES is a leading provider of innovative solutions, committed to delivering exceptional results.
Job Summary:
We are seeking an experienced Senior Operations Manager to join our team in CEBU PHILIPPINES. The successful candidate will be responsible for driving revenue growth, maximizing process efficiency, and ensuring excellent customer experience.
Key Responsibilities:
- Develop and implement strategic plans to increase revenue and improve process efficiency
- Lead daily operations and personnel to ensure excellent customer experience
- Collaborate with clients and internal stakeholders to identify opportunities for growth and improvement
- Monitor and review delivery dashboards to track progress and identify potential red flags
- Participate in project escalations, risks, and early warning signs on project delivery
- Ensure regular invoicing as per contract terms and conditions
- Forecast and track key account metrics
- Assume responsibility of budgeting and tracking expenses
- Ensure outstanding performance against key metrics mentioned in the agreement
- Drive focus on quality and adherence to contract compliance processes
- Resource allocation and retention, including talent management and onboarding
- Manage team attrition and diversity in leadership positions
- Perform customer escalation handling and interface with client for operational reporting
Requirements:
- Experience in a similar role or industry
- Superior communication (oral, written), presentation, and interpersonal skills
- Demonstrated ability to develop and implement process enhancements
- Ability to plan, prioritize, organize, and communicate with clients
- Proficiency in contact center applications, workforce management, and quality tools
- Goal-setting and prioritization skills
Benefits:
We offer a competitive salary package, including benefits and opportunities for career growth and development.
Salary: PHP 120,000 - 180,000 per month (dependent on experience)
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