Client-Focused BPO Operations Manager (Travel Ready)

Datamatics CMS PH; Cebu City; Presencial; PHP 600.000 - 900.000; Jornada completa

Descripción de la vacante

Datamatics CMS PH in Cebu City seeks an experienced Operations Manager to oversee performance, staffing coordination, and cross-functional collaboration with business leaders to meet growth and quality targets.

The role requires strong problem-solving, project management, and excellent communication skills. Ability to travel abroad for 2-3 months at a time and work on shifting schedules is essential.

Formación

• Able to travel and live abroad for 2-3 months at a time
• College degree preferred but not required
• At least 3-5 year(s) of working experience as an Operations Manager in a BPO set-up is required
• Ability to use logic and reason to identify the strengths and weaknesses of alternative solution
• Must have exceptional qualities, such as but not limited to, analytical and problem-solving skills, project management, organizational skills, adaptability to pace and change, client-focused, and interpersonal manifested in collaboration
• Must possess strong organizational, interpersonal and time management skills
• Must have excellent and effective written and oral communication skills
• Extremely knowledgeable in process and client management
• Willing and able to work on a shifting schedule and during holiday
• Must be amenable to work in Cebu Site Skyrise Alpha

Responsabilidades

• Formulate and implement a strategy to meet targets and quality objectives of the company
• Coordinate with resource management for requirements, including staffing
• Work collaboratively with Business Leaders cross culturally to fully understand growth opportunities with our strategic initiatives and effectively executes these initiatives to meet the company objectives
• Understand the clients future direction and plans and championing this direction within the organization
• Deliver positive customer service experience by listening to each client's needs, setting their expectations and presenting solutions to address issues/challenges
• Responsible in addressing customers' needs and concerns as quickly and effectively as possible to develop and maintain strong relationships.
• Develop and maintain an environment that promotes professional and positive communication within the operations and fosters teamwork within the company
• Monitor operational statistics and trends, including reports, production statistics and volume projections, and takes appropriate action to ensure customer needs are satisfied and growth targets are met
• Oversee administration of performance appraisals and meets with direct reports on a monthly basis to discuss performance, and provide coaching and development opportunities
• Oversee handling of all disciplinary situations appropriately
• Forecast industry and business trends
• Find new methods, techniques and procedures to improve and streamline the existing processes that will help the company in continuously exceeding the customer requirements
• Participate and/or leads in process improvement and/or project management
• Manage client relationships and identify opportunities for additional client support
• Communicate with Internal and External clients
• Enhance personal knowledge of BPO technology and make improvement recommendations
• Manage, improve, and ensure exceptional OPS performance
• Identify, design, and implement creative business solutions for the company and clients
• Implement and oversee the quality of deliverables and manage team relationships effectively
• Conduct regular meeting to improve productivity, product knowledge and customer satisfaction
• Work with senior stakeholders
• Identify and address challenges and opportunities for the company
• Ensure KPIs are in place and production targets are met

Descripción del empleo

Datamatics CMS PH in Cebu City seeks an experienced Operations Manager to oversee performance, staffing coordination, and cross-functional collaboration with business leaders to meet growth and quality targets.

The role requires strong problem-solving, project management, and excellent communication skills. Ability to travel abroad for 2-3 months at a time and work on shifting schedules is essential.