Operations Leadership Role

7 days ago


Makati City, National Capital Region, Philippines ISTA Solutions Full time

About ISTA Solutions:

ISTA Solutions is an outsourcing/offshoring company that prioritizes delivering exceptional service to our clients. We're seeking an experienced Operations Manager to join our rapidly expanding team, driving success, and fostering employee satisfaction.

Our culture focuses on long-term success and life-long learning. We commit to employees and clients, driving our pursuit of excellence.

Job Overview:

  • Responsibilities include managing daily operations across multiple client accounts, ensuring efficient and effective processes and workflows.
  • Overseeing scheduling, staffing, and resource allocation to meet client needs and service level agreements (SLAs).
Main Responsibilities:
  1. Monitor and analyze key performance indicators (KPIs) and service metrics for each account.
  2. Identify areas for improvement and implement strategies to enhance performance and efficiency.
Team Leadership:
  • Lead and motivate call center supervisors, agents, and other team members.
  • Provide guidance, training, and support to ensure that team members are effective and engaged.
Account Management:
  • Serve as the primary liaison between the call center and clients, addressing any concerns or issues promptly.
  • Ensure that client expectations are met and exceeded, maintaining strong relationships and high levels of satisfaction.

Qualifications:

  • Proven experience in the BPO Industry.
  • At least 2 years experience as Senior Team Lead or Operations Manager.
  • Have experience in handling an Airline/Travel Account.
  • Excellent verbal and written English skills.
  • Able to work night shift.

Benefits Package:

  • Competitive salary and benefits.
  • Health Insurance with free dependents.
  • Night differential.
  • Attendance Bonus.
  • Paid time off.
  • Convertible to cash leave credits.
  • Performance Appraisal.
  • Work-life balance.
  • Career growth opportunities.
  • Continuous learning and innovation.


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