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Operations Manager

2 weeks ago

Cebu City, Central Visayas, Philippines OfficePartners, 360 Inc. Full time

We are seeking a highly motivated and experienced Operations Manager to join our team. This role is critical for ensuring efficient operations, meeting client expectations, and driving performance across multiple lines of business (LOBs) in the retail and/or e-commerce sectors. The ideal candidate will have a strong background in managing large teams, handling over 100 headcounts (HC), and a proven ability to adapt and thrive in a fast-paced environment.

Key Responsibilities:

  • Making sure that a high standard of service is delivered to customers through the effective and efficient use of staff and other resources.
  • Putting in place effective customer service that promotes customer satisfaction.
  • Ensure customer service agents have the required skills and ability to respond to calls for support, inquiries from customers, and other customer-related problems when complaints are lodged.
  • Creates different strategies on how a certain program can maintain their CSAT scores

    Manages and monitors CSAT scores

    Provides reporting and coaching sessions to better hit CSAT score
  • Conducts root cause analysis for CSAT data
  • Management, and supervision of agents.
  • Responsible for the provision of reports concerning the performance of the various sections of the accounts.
  • Provide inspired leadership for the organization.
  • Make important policy, planning, and strategy decisions.
  • Develop, implement, and review operational policies and procedures.
  • Assist HR with recruiting when necessary.
  • Help promote a company culture that encourages top performance and high morale.
  • Oversee budgeting, reporting, planning, and auditing.

Skills and Qualifications

  • A/BS degree or equivalent practical experience in account management
  • At least 2 years of Operations Manager experience, required
  • At least a yr. Project management skill
  • At least Yellow Belt Leas Sig Sigma (YBLSS) certified
  • Client management on CS/Collections account is a plus
  • Sales Consulting or Account Management experience
  • Experience working in a B2C environment preferred
  • Experience in Google Analytics or similar tools is a plus
  • Live customer support experience (multi-channel) is preferred