BPO Operations Manager

ABOUT US:
CEF Solutions Inc. is a Consulting Services and Business Process Outsourcing (BPO) company specializing in BPO Operations, Operations Management, Process Engineering and Innovation, Cost Optimization, and Staffing solutions. We take pride in our expertise in providing specialized staffing services, ensuring that clients have access to top talent that aligns with their operational goals. We service some of the largest multinational companies in the world and are expanding quickly by delivering an unmatched end-to-end client experience.

Company website:

JOB DESCRIPTION:
The Operations Manager oversees and manages the daily operations of a team or department. This role ensures the effective and efficient delivery of services to clients, adherence to company policies and procedures, and continuous improvement of operational processes.

ROLES AND RESPONSIBILITIES:
Team Management:

• Lead, manage, and motivate a team of supervisors and front-line agents to achieve performance targets.
• Conduct regular performance reviews and provide coaching and feedback to team members.
• Handle recruitment, training, and development of new staff.

Operational Efficiency:

• Monitor and analyze key performance indicators (KPIs) to ensure operational excellence.
• Implement strategies to improve productivity, quality, and customer satisfaction.
• Manage workflow and adjust resources as necessary to meet client demands and service levels.

Client Relationship Management:

• Act as the primary point of contact for clients regarding operational matters, address and resolve client issues promptly and professionally.
• Ensure client expectations are met or exceeded through effective communication and delivery of services.

Process Improvement:

• Identify opportunities for process improvements and implement best practices.
• Develop and maintain standard operating procedures (SOPs).
• Drive continuous improvement initiatives and lean management practices.

Quality Assurance:

• Ensure compliance with company policies, industry standards, and regulatory requirements.
• Monitor and manage quality assurance processes to maintain high standards of service delivery.
• Conduct regular audits and implement corrective actions as needed.

Financial Management:

• Manage operational budgets and expenses.
• Monitor financial performance and implement cost-saving measures.
• Prepare and present financial reports to senior management.

Risk Management:

• Identify and mitigate risks associated with operations.
• Develop and implement risk management plans and contingency strategies.
• Ensure business continuity plans are in place and tested regularly.

QUALIFICATIONS:

• At least 2 years of confirmed experience as an Operations Manager (not intern or acting)
• Experience in retail electronics or appliances campaigns is highly desirable but not required.
• Bachelor's degree preferred with proven experience in operations management, preferably in a BPO environment.
• Proven track record of managing large teams and achieving operational targets.
• Strong understanding of BPO industry standards, best practices, and regulatory requirements.
• Excellent communication, leadership, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Flexibility to work different shifts and adapt to changing business needs.

OTHER QUALIFICATIONS:

• This role is currently remote/work-from-home, but candidates must be open to possible changes in work setup, including a shift to on-site, if required by business needs.
• Must be based in Mega Manila and stay within the area throughout employment to ensure quick equipment support and availability for any in-person requirements.