Operations Manager

2 days ago

Cebu City, Central Visayas, Philippines EXL Service Philippines, Inc. Full time ₱2,000,000 - ₱2,500,000 per year

Job Summary:

We are seeking an experienced Operations Manager - To join our team in Cebu. This full-time role will be responsible for managing the daily operations and performance, with a focus on optimizing efficiency and delivering exceptional customer service.

Responsibilities:

  • Capacity planning and staffing plans for the process based on medium term business forecast.
  • Negotiating and finalizing SLA's with the Client.
  • Contract Negotiation.
  • Creating revenue and cost plans for the medium term
  • Establishing a review/ reporting mechanism with the Client.
  • Developing and approving incentive plans.
  • Be a Champion for black belt improvement projects.
  • Develop case studies, show case the business and participate in business acquisition.
  • Review progress of attrition action plans and check effectiveness.
  • Provide leadership to team of managers, team leaders and agents.
  • Ensure compliance with internal policies and procedures, external regulations and information security standards.

What we're looking for

  • Minimum 2–3 years of experience in a similar Operations Management role, preferably within the Customer Service industry.
  • Experience handling Inbound Customer Service and Financial Account operations.
  • Outstanding Client facing skills.
  • Capability to prepare and conduct business reviews.
  • Outstanding leadership, people management and communication skills.
  • Business perspective and a capability to drive improvement based on benchmarks.
  • Capability to prepare budgets, review MIS.
  • Good cross-functional appreciation and capability to team with relevant others to drive business objectives.
  • Bachelor's degree or equivalent in a relevant field

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