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BPO Operations Lead

2 weeks ago

Pasig, National Capital Region, Philippines MCI Full time
Role Overview

MCI, a leading Business Process Outsourcing company, is seeking an experienced BPO Operations Lead to oversee all aspects of our call center team.

As a key member of our operations team, you will be responsible for ensuring exceptional customer experiences in all customer touch-points, including phone service and digital communication channels.

  • Manage a team of supervisors to develop efficient operations, promote sales, and customer services
  • Work with leadership to continuously improve client metrics by providing direction, motivation, and support to the workforce

Candidates should have experience in call center operations management and possess a strong work ethic. A background in Telco/Cable and managing complex care lines of business is required.

Detailed Responsibilities

The Operations Manager position is responsible for:

  1. Leading a team of 5-10 call center supervisors responsible for inbound and outbound representatives
  2. Coaching and developing reports on customer service processes and best practices
  3. Managing metrics, performance criteria, policies, and procedures to continuously improve call center productivity
  4. Driving a culture of accountability, continuous improvement, and personal excellence
  5. Directing workforce management activities and setting performance goals and objectives accordingly
  6. Developing and maintaining strategy on ensuring customer satisfaction on all service interactions
  7. Providing team motivation and development to maximize sales opportunities
  8. Responsible for the overall performance and productivity of direct reports
  9. Responsible for weekly payroll review and submission to ensure correct entries
  10. Responsible for driving the growth of revenue and profit originating from a call center
  11. Proven ability to meet performance, efficiency, and quality assurance targets
  12. Monitor individual and team results to identify and act on both positive and negative performance
  13. Communicate key messages effectively to ensure that direct reports are informed of process changes
  14. Provide regular feedback to supervisors regarding performance wins and areas of opportunity
  15. Work with other departments in the organization, such as quality assurance, training, IT, and recruiting
  16. Develop and audit quality assurance strategies to ensure the delivery of world-class service
  17. Determine work procedures, prepare work schedules, and expedite workflow
  18. Responsible for hiring, coaching, and terminating call center employees
  19. Be a subject matter expert on your client's business
  20. Manage remote employees as needed
  21. Other duties and responsibilities as assigned
Requirements

Qualified candidates should have:

  • A minimum of 1 year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
  • Excellent organizational, written, and oral communication skills
  • The ability to type swiftly and accurately (20+ words a minute)
  • Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
  • Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
  • Highly reliable with the ability to maintain regular attendance and punctuality
  • The ability to evaluate, troubleshoot, and follow-up on customer issues
  • An aptitude for conflict resolution, problem solving, and negotiation
  • Must be customer service oriented (empathetic, responsive, patient, and conscientious)
  • Ability to multi-task, stay focused, and self-manage
  • Strong team orientation and customer focus
  • The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
  • Excellent interpersonal skills and the ability to build relationships with your team and customers