CX Operations Manager - BGC - Joining Bonus

iOPEX Technologies Philippines Inc.; Taguig; On-site; PHP 2,800,000 - 3,400,000; Full time

Job summary

iOPEX Technologies Philippines Inc. in Taguig is seeking a seasoned Customer Support Operations Manager to oversee all customer service activities on-site. The role focuses on delivering exceptional service, managing programs, and using analytics to improve efficiency.

You will lead voice and non-voice teams, set goals, review reports with team leads and WFM, and ensure service levels and financial objectives are met. A strong background in BPO operations and leadership is required.

Qualifications

• 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 CSR/TSR campaigns and inbound programs.

Responsibilities

• Oversees customer support operations and ensures customer satisfaction.
• Leads weekly meetings with operations staff and submits weekly reports to clients.
• Sets operational goals, develops strategies to meet client metrics, and analyzes data.

Skills

Voice & non-voice operations

Forecasting

Analytical skills

Leadership

Interpersonal management

Manpower planning

Education

BPO management experience

Tools

WFM systems

Reporting tools

Call Center technologies

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/