BPO Operations Manager – BFSI Account

Recruitify_HR; Cebu City; On-site; PHP 2,676,978 - 3,866,746; Full time

Job summary

A leading recruitment firm in Cebu City is seeking an Operations Manager to oversee customer service representatives and ensure excellence in service delivery. You'll monitor performance metrics, collaborate with teams to improve customer experience, and support team development. Candidates should have strong leadership experience in a BPO environment, data analysis skills, and a bachelor's degree. This role offers a competitive salary with opportunities for professional growth.

Qualifications

• Proven track record of successfully managing operations in a customer service or call centre environment.
• Strong leadership skills with the ability to motivate and develop high-performing teams.
• Excellent problem-solving and decision-making abilities.

Responsibilities

• Monitor and analyse key performance metrics to identify opportunities for process improvement.
• Collaborate with cross-functional teams to develop customer experience strategies.
• Liaise with clients to understand their needs and translate them into actionable plans.

Skills

Leadership skills

Problem-solving abilities

Data analysis proficiency

Communication skills

Education

Bachelor degree

Job description

Overview

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

Responsibilities

• 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.