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Operational Excellence Manager

1 week ago

Pasig, National Capital Region, Philippines Humanly (humanly) Full time
Operational Excellence Manager

About Humanly:

Humanly is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect, and grow their brands.

The company prioritizes its employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Its commitment to a People First culture is reflected in the various departments it has established, including Total Rewards, Wellness, HR, and Diversity.

Job Summary:

The Operational Excellence Manager provides performance enforcement, mentorship, guidance, and career development advice to Humanly's Quality Analysts.

This role involves supporting Quality Analysts in analyzing and resolving client issues and concerns, which includes the execution of escalation procedures.

  • Mentor, guide, and help develop a career path for Quality Analysts;
  • Implement, oversee, and enforce escalation channels in accordance with mutually agreed-upon procedures;
  • Lead a high-performing team to build problem-solving, critical thinking, analytical, and technical skills;
  • Establish ambitious but realistic team goals;
  • Work with direct reports on plans for executing and measuring progress and sharing results;
  • Identify actionable insights, offer recommendations, and shape team's strategy.
Key Requirements:
  • At least 2 years of relevant people management experience within or beyond the BPO space;
  • Ability to think strategically and solve problems through creative means;
  • Background in providing constructive feedback and implementing corrective action plans;
  • High-level understanding of customer confidentiality standards;
  • Passion for developing the skills and know-how of team members;
  • Experience in mediation and conflict resolution techniques.