CX Operations Manager - BGC - Joining Bonus

iOPEX Technologies Philippines Inc.; Taguig; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

iOPEX Technologies Philippines Inc. in Taguig is seeking a Customer Support Operations Manager to oversee end-to-end support operations on-site.

You will ensure customer satisfaction, manage programs, and apply analytical skills to drive operational efficiency. The role requires strong leadership, budgeting insight, and ability to coordinate with Team Leads and WFM to meet service levels and client metrics.

Qualifications

• 10+ years of proven management experience in a BPO contact center environment.
• 2-3 years as Assistant Manager or Manager experience is a must.
• Experience handling CSR/TSR campaigns.
• 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.

Responsibilities

• Manages operations for Customer Service account (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 from Team Leads and WFM to ensure standards are met.
• Possess budgeting and financial planning skills.
• Lead, build teams and motivate staff to foster a positive work environment.
• Be proactive in helping customers and employees to meet their goals.
• Should have handled multiple LOBs.

Skills

Management

Forecasting

Analytics

Leadership

Interpersonal skills

Team building

Education

Bachelor's degree in Business Administration or related field

Tools

WFM software

CRM systems

Reporting tools

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/