BPO Operations Manager – BFSI Account

Gratitude Philippines; Cebu City; On-site; PHP 600,000 - 900,000; Full time

Job summary

A leading customer service provider in Cebu City seeks an Operations Manager to lead and develop a high-performing team of representatives. The role involves managing team performance, improving processes, and enhancing client relationships. The ideal candidate will have strong leadership skills, a solid background in customer service operations, and a Bachelor's degree. This position offers an opportunity to make a significant impact within a passionate team.

Qualifications

• Proven track record in managing operations in customer service.
• Strong leadership to develop high-performing teams.
• Excellent problem-solving and decision-making skills.
• Proficient in data analysis and using insights to drive process improvements.
• Exceptional communication and interpersonal skills, with the ability to liaise effectively with clients and cross-functional stakeholders.
• 3-5 years of experience as an Operations Manager or Assistant Manager in a BPO setting.

Responsibilities

• Manage and lead a team of customer service representatives.
• Monitor and analyze key performance metrics for improvement.
• Collaborate with teams to enhance the customer experience.
• Liaise with clients to understand their needs.
• Foster a positive work culture supporting team development.
• Ensure compliance with relevant policies and regulations.
• Contribute to continuous improvement of service delivery using data insights.

Skills

Leadership skills

Problem-solving

Communication

Data analysis

Process optimization

Communication

Education

Bachelor's degree

Job description

Description

Manage and lead a team of customer service representatives, ensuring they are equipped with the necessary skills and resources to deliver outstanding service.

• Monitor and analyse key performance metrics to identify opportunities for process improvement and drive operational excellence.
• Collaborate with cross-functional teams to develop and implement strategies that enhance the customer experience.
• Liaise with clients to understand their evolving needs and translate them into actionable plans.
• Foster a positive and engaged work culture, supporting the professional development of your team.
• Ensure compliance with all relevant policies, procedures and regulatory requirements.
• Contribute to the continuous improvement of our service delivery, leveraging data-driven insights.

Requirements

• Proven track record of successfully managing operations in a customer service or call centre environment, preferably within the travel industry.
• Strong leadership skills with the ability to motivate and develop high-performing teams.
• Excellent problem-solving and decision-making abilities, with a focus on driving operational efficiency.
• Proficient in data analysis and using insights to drive process improvements.
• Exceptional communication and interpersonal skills, with the ability to liaise effectively with clients and cross-functional stakeholders.
• 2 years of BFSI/Financial Background (No indication on CV, automatically rejected).
• 3-5 years of experience as an Operations Manager or Assistant Manager in a BPO setting.
• Bachelor degree.