Operations & Account Manager (CRM - BPO)

We're Hiring: Operations & Account Manager (CRM - BPO)
We are looking for a dynamic and results-driven Business Partner (Operations & Account Manager) to join our team in Taguig, Philippines. The ideal candidate will possess a strong background in business development and partnership management, with the ability to foster relationships that drive growth and innovation.

Location:
Taguig, Philippines

Work Mode:
Flexible office & remote

Role:
Business Partner (Operations & Account Manager)

What You'll Do

• Strategic Leadership & Team Management: Lead, mentor, and develop a high-performing team of direct reports, providing ongoing training and performance management. Develop and implement best practices across assigned accounts, specifically within inbound and outbound voice operations, including strategies for optimizing agentperformance, call handling, and adherence to service level agreements (SLAs).
• Operational Excellence: Oversee daily operations, including work planning and assignment, performance monitoring, and reporting (client scorecards, metrics management) for both inbound and outbound voice channels. Proactively identify and address operational challenges specific to each channel, including issues related to call quality, agent productivity, and technology utilization. Develop and implement strategies to improve efficiency and effectiveness in both inbound and outbound operations.
• Client Relationship Management: Build andmaintainstrong, collaborative relationships with key clients; consistently exceeding expectations and driving client satisfaction by delivering exceptional performance in both inbound and outbound voice operations. This includes proactive communication, regular performance reporting, and collaborative problem-solving.
• Program/Project Management: Own the full lifecycle of small to large, company-wide, high-impact programs/projects, from conceptualization and planning through execution, implementation, and go-live, focusing on improvements and optimization within the inbound and outbound voice channels. This includes projects related to implementing newtechnologies, improving processes, and enhancing agent performance. Manage budgets, timelines, and resources effectively.
• Cross-Functional Collaboration: Partner effectively with cross-functional teams (IT, Sales, Marketing, Finance, Legal) and stakeholders to ensure alignment and successful project delivery, specifically within the context of inbound and outbound voice operations. This includes working closely with IT to troubleshoot technical issues and implement newtechnologies, and collaboratingwith Sales and Marketing to align contact center strategies with overall business objectives.
• Data-Driven Decision Making: Leverage advanced data analytics skills toidentifytrends, opportunities, and areas for improvement within business processes, specifically focusing on contact center metrics, agent performance, and customer interactions. Develop data-driven solutions to scale operations and ensure compliance. This includes analyzing data from predictive dialing campaigns tooptimizecall routing and agent scheduling.
• Business Process Improvement: Understand operational issues and opportunities and drivetechnical solutions tooptimizebusiness processes and enhance efficiency within inbound and outbound voice operations. This includes identifying opportunities for improved call handling, agent training, and technology utilization, such as implementing predictive dialing, advanced call routing, and workforce management tools. Experience with implementing and managing predictive dialing campaigns is essential.

What We're Looking For

• Minimum 3+ years of experience in CRM and/or consulting implementations within a BPO environment, with a proventrack recordof success in large-scale transformational projectsspecifically within inbound and outbound voice contact centers, including experience with predictive dialing and other advanced contact center technologies.
• Data Analytics Expertise: Advancedproficiencyin data analysis and interpretation, with experience using various analytical tools and techniques. Experience with data visualization and reporting is a plus, with a focus on contact center metrics and campaign performance analysis.
• Inbound & Outbound Voice BPO Expertise:Demonstratedexpertisein both inbound and outbound voice BPO operations, including a deep understanding of key performance indicators (KPIs) and service level agreements (SLAs) specific to each channel. Experience with predictive dialing, automated call distribution (ACD), interactive voice response (IVR), and workforce management (WFM) systems is essential.
• Sales Operations Knowledge: Experience working on sales-related projects (e.g., e-commerce, quoting and ordering systems, pipeline management) is a plus.
• Leadership & Management: Proven ability to lead, mentor, and develop high-performing teams in a contact center environment. Exceptional client relationship management skills.
• Project Management: Deep understanding and practical application of project management methodologies (Agile, Waterfall) and tools.
• Technical Proficiency:Proficiencyin Microsoft Excel and other relevant data analysis software. Experience with contact center technology and reporting tools (e.g., Avaya, Genesys, NICE inContact) is essential.
• Cross-Functional Collaboration: Proven ability to work effectively with cross-functional teams and stakeholders.

Ready to make an impact? Apply now and let's grow together