Manager

Op360; Cagayan de Oro; On-site; PHP 558,000 - 781,200; Full time

Job summary

A leading customer service provider in Cagayan de Oro is seeking an Operations Manager to ensure high service standards and manage customer satisfaction scores. The ideal candidate will have at least 3 years of experience in operations management, particularly in a BPO context. Strong analytical and leadership skills are essential. The role includes delivering reports, coaching teams, and developing operational policies. This position offers an opportunity to drive excellence and influence company culture.

Qualifications

• At least 3 years of Operations Manager experience, required.
• With CSR inbound and outbound BPO background.
• Experience in initiating and driving automation projects.

Responsibilities

• Ensure high standard of service is delivered to customers.
• Create strategies to maintain CSAT scores.
• Provide reporting and coaching sessions to hit CSAT scores.
• Conduct root cause analysis for CSAT data.

Skills

Analytical skills

Problem solving

Leadership

Communication skills

Technical support

Education

A/BS degree or equivalent practical experience

Job description

Cagayan de Oro City, Philippines | Posted on 10/17/2024

• Making sure that a high standard of service is delivered to customers through the effective and efficient use of staff and other resources.
  
• Putting in place effective customer service that promotes customer satisfaction.
  
• Ensure customer service agents have the required skills and ability to respond to calls for support, inquiries from customers, and other customer-related problems when complaints are lodged.
  
• Creates different strategies on how a certain program can maintain their CSAT scores
  
• Manages and monitors CSAT scores
  
• Provides reporting and coaching sessions to better hit CSAT scores
  
• Conducts root cause analysis for CSAT data
  
• Management, and supervision of agents.
  
• Responsible for the provision of reports concerning the performance of the various sections of the accounts.
  
• Provide inspired leadership for the organization.
  
• Make important policy, planning, and strategy decisions.
  
• Develop, implement, and review operational policies and procedures.
  
• Assist HR with recruiting when necessary.
  
• Help promote a company culture that encourages top performance and high morale.
  
• Oversee budgeting, reporting, planning, and auditing.
  

Requirements

Skills and Qualifications

• A/BS degree or equivalent practical experience in account management
  
• At least 3 years of Operations Manager experience, required
  
• With CSR inbound and outbound BPO background
  
• Strong analytical, problem solving, and general troubleshooting skills
  
• Ability to communicate technical issues in non-technical terms
  
• Provide customer and technical support to customers through inbound phone, chat, and email requests
  
• Independently identify, troubleshoot, document, categorize and replicate customer problems and then escalate complex problems according to defined escalation procedures
  
• Strong leadership skills for driving excellence
  
• Analytical & numerical skills
  
• Decision-making & problem solving with good insight into numbers
  
• Experience in initiating and driving automation projects