CX Operations Manager - BGC - Joining Bonus

iOPEX Technologies Philippines Inc.; Philippines; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

iOPEX Technologies Philippines Inc. in Taguig is seeking a Customer Support Operations Manager to oversee customer support operations and ensure high satisfaction. The role requires leading teams, budgeting, and driving programs that meet client metrics.

The position is full-time and on-site at Bonifacio Global City, with responsibilities including weekly performance reviews, reporting, and strategic planning to optimize service levels and financial outcomes.

Qualifications

• Minimum 10 years of proven management experience in a BPO contact center environment.
• 2-3 years as Asst Manager or Manager experience is a must.
• Experience handling a CSR/TSR campaign.
• Understanding and ability to execute inbound programs to ensure service levels and financial objectives are met.
• Strong Planning, Forecasting, Problem-Solving, and Analytical Skills.

Responsibilities

• Manages operations for Customer Service accounts, including Voice and Non-Voice.
• Conducts weekly operations meetings with staff to discuss issues affecting business.
• Submits weekly operations reports to the client.
• Sets operational goals and develops strategies to meet client metrics.
• Gathers and analyzes reports from Team Leads and WFM to maintain quality, efficiency, and productivity.
• Possesses budgeting and financial planning skills.

Skills

Leadership

Forecasting

Analytical skills

Problem-Solving

Team building

Job description

iOPEX Technologies Philippines Inc., located in Taguig, is a digital service provider offering optimized Digital Engineering, Operations, and Studio Services. The company emphasizes creating new products and solutions for traditional and new-age businesses with a focus on customer-centricity, financial risk-taking, and high-quality service delivery. iOPEX Technologies is compliant with international quality standards and is committed to improving service excellence for clients.

Role Description

This is a full-time on-site role for a Customer Support Operations Manager at iOPEX Technologies Philippines Inc. The role involves overseeing customer support operations, ensuring customer satisfaction, managing programs, and utilizing analytical skills for operational efficiency.

Responsibilities:

• Manages operations for Customer Service account is a must- Voice and Non- Voice
• Perform weekly meetings with operations staff to discuss issues affecting business
• Submit weekly operations report to the client
• Set operational goals, and objectives and develops strategies to meet client metrics
• Gather, review, and analyze reports, records, and data from Team Leads and WFM to ensure that all quality, efficiency, and productivity standards are met
• Possess Budgeting and Financial Planning skills
• Must be able to foster a Positive and Productive Work Environment, with the ability to Lead, Build Teams, and Motivate staff
• Should be proactive in helping the customers and employees to meet their goals.
• Should have handled multiple LOBs,

Requirements:

• Minimum 10 years of proven management experience in a BPO contact center environment
• 2-3 years as Asst Manager or Manager experience is a must.
• Must have experience handling a CSR/TSR campaign.
• Understanding and ability to execute Inbound Programs to ensure Service Levels and financial objectives are met.
• Strong Planning, Forecasting, Problem-Solving, and Analytical Skills.
• Proven ability to develop, produce and analyze reports from existing systems and make informed recommendations from the data gathered.
• Strong Organizational, Leadership, and Interpersonal Management Skills.
• Possess excellent knowledge of Manpower Planning
• Knowledge of current Call Center & Workforce Management Technologies
• Demonstrated ability to interact with peers, senior management, and other departments in a professional manner
• Should be amenable to report onsite.
• Must be willing to work on Night Shifts and Shifting Schedules at Bonifacio Global City, Taguig City.

For more information, visit our FB page or LinkedIn page.

Facebook: https://www.facebook.com/iOPEXTechnologiesPhilippines

Linked in: https://www.linkedin.com/company/iopex-technologies-philippines/