Senior Operations Leader

3 days ago

Manila, National Capital Region, Philippines beBeeOperations Full time ₱3,500,000 - ₱5,000,000

About the Role

We are seeking an experienced leader to join our operations team as a key member responsible for overseeing and directing the day-to-day activities of our BFS call centre.

Key Responsibilities:

  • Oversee and direct the daily operations of the BFS call centre, ensuring service level agreements and key performance indicators are consistently met.
  • Develop and implement operational strategies to drive productivity, efficiency, and quality across all BFSI teams.
  • Analyze data and metrics to identify areas for improvement and implement corrective actions.
  • Manage, coach, and mentor a team of call centre managers and supervisors, fostering a culture of continuous learning and development.
  • Collaborate cross-functionally with other departments to resolve customer issues and enhance the overall customer experience.
  • Ensure compliance with all relevant industry regulations and internal policies.
  • Proactively identify and mitigate operational risks.

Requirements:

  • Current experience supporting a U.S. financial program, preferably in a B2C environment and within a voice line of business or a similar setup.
  • Minimum of 8 years' experience in a senior call centre or operations management role.
  • Proven track record of driving operational excellence and achieving key performance targets.
  • Excellent leadership and people management skills, with the ability to motivate and develop high-performing teams.
  • Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
  • In-depth knowledge of call centre operations, including workforce management, quality assurance, and customer experience management.
  • Familiarity with BFS industry regulations and compliance requirements.
  • Exceptional communication and stakeholder management skills.

This is an exciting opportunity to lead our operations team to new heights.

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