Senior Operations Manager

20 hours ago

Tacloban City, Eastern Visayas, Philippines Virtual Staffing Solutions OPC Full time $90,000 - $120,000 per year

Responsibilities:

  • Responsible for the Operations lead of a team and for the delivery of the overall operational metrics & sales targets.
  • To proactively maintain regular engagement with key client contacts in line with client expectations.
  • Ensure delivery of Client KPIs/Sales targets including day-to-day service levels, customer experience, quality measures, and compliance measures.
  • Responsibility and accountability for the operational areas and for exceeding targets of all required metrics.
  • The continuous identification and implementation of operational best practices through interaction with the wider team.
  • Motivate and effectively performance manage Operations Managers within the account to ensure delivery of overall targets and business plan.
  • Selecting, effectively managing, and coaching Operations Managers.
  • Manage and develop the operational client relationships by conducting (where appropriate) operational client review meetings and day-to-day ops liaison within key workstreams.
  • Identifying and highlighting further opportunities for services and process improvements.

Experience/Skills:

  • Extremely strong call center management experience is essential to be a success in this role.
  • Excellent leadership, people management, communication, and influencing skills at a senior level.
  • Experience of working in an Outsourcing or contact center operation.
  • Experienced in managing large multi-skilled contact centers.
  • Ability to demonstrate being able to translate business strategy into day-to-day delivery.
  • Setting and reviewing quality performance standards.
  • Responsible for Business Continuity.
  • Ability to manage and influence key stakeholders.

Qualifications:

  • Excellent management skills, negotiation, and decision-making skills.
  • Minimum of 2 years' experience as Senior Operations Manager.
  • Strong background in handling telco verticals.
  • Proven business leader with 7+ years of experience in customer support strategy.
  • Demonstrated success in using data to make customer-obsessed decisions and drive behavior change in support organizations.
  • IB Sales experience, specifically with IB Mobil sales, ISP Sales, and Services experience or IB Retention experience.

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