Operations Manager

Ascendion

Pazarlıklı
Tesis içi - Makati3-5 Yıl DeneyimÜniversite mezunuTam zamanlı
Paylaşmak

İş tanımı

Açıklama

Job Summary:

We are seeking a dynamic and experienced 2 Operations Manager to oversee and manage daily operations in a BPO work setup and culture. The ideal candidate will ensure high levels of service delivery, manage performance metrics, lead a team of supervisors and agents, and maintain excellent client relationships. The Operations Manager will play a key role in driving and maintaining process efficiency, team engagement, and client satisfaction.


Key Responsibilities:

  • Lead and manage day-to-day operations across multiple processes and client accounts.
  • Drive and monitor team performance KPIs including SLAs, CSAT, FCR, AHT, and quality metrics.
  • Ensure adherence to contractual obligations and compliance standards.
  • Collaborate with HR/ER, L&D, and Service Delivery team to manage workforce planning, recruitment, onboarding, and continuous staff development.
  • Identify operational inefficiencies and implement continuous improvement initiatives.
  • Analyze operational data to derive insights and make data-driven decisions.
  • Handle escalations and ensure timely resolution of client and customer issues.
  • Work closely with client ops teams to meet regulatory and quality benchmarks.
  • Prepare and present needed regular reports to senior leadership and clients.
  • Foster a culture of high performance, accountability, and employee engagement.



Education:

  • Bachelor’s degree in business administration, People Management, Operations Management, or related field.

Experience:

  • 5–8 years of experience in operations management, with at least 3 years in a BPO environment.
  • Proven track record of managing teams of 50+ employees, including team leaders and front-line agents.
  • Experience with both voice and non-voice (back-office, email, chat) BPO processes is preferred.
  • Hands-on experience with performance metrics, workforce management tools, and CRM/ERP platforms.

Technical Skills:

  • Proficient in MS Office Suite (Excel, PowerPoint, Outlook).
  • Familiarity with BPO tools such as Avaya, Genesys, NICE, or similar platforms.
  • Knowledge of process improvement methodologies (Lean, Six Sigma) is not required but is a plus.

Soft Skills:

  • Strong leadership and people management skills.
  • Excellent communication and interpersonal abilities.
  • Problem-solving and conflict resolution skills.
  • Ability to thrive in a fast-paced, dynamic environment.
  • Client-centric approach and a high level of business acumen.


Working Conditions:

  • Full RTO and with night shift work setup, depending on client requirements.
  • Occasional travel to client locations or offices.

Gereklilik

Please refer to job description.

Süreç geliştirmeTeam LeadershipProje YönetimiVeri analiziMüşteri ilişkileri yönetimiProblem çözmePerformance MetricsZaman yönetimiKişiler arası
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Boss

HR ManagerAscendion

Çalışma konumu

6796 Ayala Avenue Corner, Salcedo, 10th floor, Tower 2, Ayala North Exchange, Makati City, PH

Yayınlandı 20 May 2025

Ascendion

>1000 Çalışan

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