BPO Operations Manager

2 days ago

Cagayan de Oro, Northern Mindanao, Philippines SupportZebra Full time ₱1,500,000 - ₱2,500,000 per year

Job Summary:

We seek a highly motivated and experienced
BPO Operations Manager
to oversee multiple accounts and be the primary point of contact for client relationships. This role requires a strategic thinker who excels in client-facing interactions, account management, and cross-functional team coordination to ensure client satisfaction and account growth.

Key Responsibilities:

Client Relationship Management:

  • Serve as the primary contact for all client communications, ensuring high responsiveness and professionalism.
  • Build and maintain strong, long-lasting client relationships by understanding their business needs and objectives.
  • Conduct regular meetings with clients to review performance, address concerns, and identify opportunities for improvement or expansion.

Account Oversight:

  • Manage multiple accounts to ensure each operates smoothly and achieves its set performance metrics.
  • Monitor account health by tracking KPIs such as CSAT, SLAs, and operational efficiency.
  • Address escalations promptly and provide resolutions to maintain client trust and satisfaction.

Team Collaboration:

  • Coordinate with operations teams to ensure service delivery aligns with client expectations.
  • Provide feedback and direction to team leaders and agents based on client requirements and feedback.
  • Partner with HR and training departments to onboard and upskill team members.

Strategic Planning and Growth:

  • Identify and pursue opportunities for account growth, including upselling and cross-selling services.
  • Develop and execute account strategies to meet client goals and company objectives.
  • Prepared and presented performance reports, business reviews, and proposals to clients.

Process Improvement:

  • Collaborate with internal teams to streamline processes and improve service delivery.
  • Serve as a liaison between clients and internal departments to ensure seamless communication and the effective implementation of changes.

Qualifications:

  • Proven experience as an Operations Manager in a BPO environment, handling multiple client accounts.
  • Strong client-facing and communication skills, with the ability to present and negotiate effectively.
  • Solid understanding of BPO processes, metrics, and industry best practices.
  • Exceptional organizational and multitasking abilities to manage priorities across several accounts.
  • Proficiency in using CRM tools and other account management platforms.

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