Operations Manager

Role Name: Operations Manager
Company Overview: Call Center/ IT-Enabled Service/ BPO

Job Responsibilities:

This position handles operational and tactical decisions, such as developing key performance metrics, managing outsourcing, and developing team leaders.

Operations Strategy and Planning:

• Contribute positively and effective to a new BPO

• Supervise agents, supervisors, and team leaders in day-to-day operations in accordance with organizational policies and applicable legal requirements.

• Continuously develop, implement, and review operational strategies, evaluate state-of-the-art technologies, and establish systems, policies, and procedures to improve efficiency, reduce errors, and enhance productivity.

• Provide subject matter expertise in handling escalated calls and complaints, and implement best practices in the process.

• Develop and maintain effective processes for recruiting, onboarding, training, scheduling, mentoring, coaching, performance standards, and rewards and recognition for people and leadership development.

Client-Centric:

• Participate in the development and presentation of business development proposals.

• Provide excellent customer service, assess client needs through Key Performance Indicators (KPIs), ensure customer satisfaction, and report on performance related to customer accounts.

• Balance the needs of key stakeholders and ensure teams are aware of business objectives.

• Implement and oversee the quality of deliverables, and effectively manage team relationships to ensure exceptional performance.

• Maintain data privacy and protect customer information.

People and Leadership:

• Coach and develop direct reports to acquire and refine necessary job skills through constructive feedback, ongoing training, and other coaching techniques. Conduct regular performance reviews and one-on-one meetings with direct reports to evaluate performance against KPIs.

• Provide regular feedback to the Director, Chief Operating Officer, and other members of the management team regarding current operational performance. Escalate issues appropriately and in real-time, including but not limited to financial, performance, and human resources issues.

• Ensure compliance with all company and business policies, procedures, and regulations relating to job duties by following the "lead by example" rule.

• Execute short- and long-term performance goals developed by the Senior Management Team.

• Collaborate with respective Operational Support Teams to train employees to meet client demands.

• Be responsible for the department's overall performance and for motivating the team to exceed departmental goals and objectives.

• Monitor staff work for quality assurance to foster continuous process improvement and provide excellent service to all customers.

• Effectively coach direct reports on their performance to ensure they meet performance metrics.

• Develop and implement a succession leadership plan and a learning and development program to decrease attrition rates and maintain employee satisfaction.

• Maintain a safe and secure work environment by adhering to safety practices.

• Perform other duties as assigned by management.

Requirements:

• Significant experience (8 years) in call center operations management, preferably in the technical, after-sales, and customer engagement services industry.

• Demonstrated expertise in leading and motivating teams, including managing retention.

• Strong problem-solving and decision-making skills, with the ability to thrive in a fast-paced, dynamic environment.

• Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams.

• Proficient in data analysis and performance management, with a focus on continuous improvement.

• Holds Lean Six Sigma Certification (Yellow Belt).

• Exhibits a high degree of integrity when handling sensitive information.

• A Bachelor's degree or equivalent in a relevant field.

Work Setup:

Willing to work in McKinley, Taguig City (on-site),

Full time position

Shifting schedule (day and night shift coverage)

Can start immediately