Operations Manager
2 weeks ago
About the role
As an Operations Manager - Travel Account (B2C) at Teleperformance, you will play a pivotal role in driving the success of our travel-focused business process outsourcing services. Based in our McKinley West office in Bonifacio Global City, Taguig City, Metro Manila, this full-time position will see you overseeing the day-to-day operations of our travel account, ensuring exceptional customer service and operational efficiency.
What you'll be doing
- Manage and lead a team of customer service representatives, ensuring they are equipped with the necessary skills and resources to deliver outstanding service
- Monitor and analyse key performance metrics to identify opportunities for process improvement and drive operational excellence
- Collaborate with cross-functional teams to develop and implement strategies that enhance the customer experience
- Liaise with clients to understand their evolving needs and translate them into actionable plans
- Foster a positive and engaged work culture, supporting the professional development of your team
- Ensure compliance with all relevant policies, procedures and regulatory requirements
- Contribute to the continuous improvement of our service delivery, leveraging data-driven insights
What we're looking for
- Proven track record of successfully managing operations in a customer service or call centre environment, preferably within the travel industry
- Strong leadership skills with the ability to motivate and develop high-performing teams
- Excellent problem-solving and decision-making abilities, with a focus on driving operational efficiency
- Proficient in data analysis and using insights to drive process improvements
- Exceptional communication and interpersonal skills, with the ability to liaise effectively with clients and cross-functional stakeholder
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