Operations Leader - BPO & Client Services

Bill Gosling Outsourcing; Metro Manila; On-site; PHP 893,000 - 1,451,000; Full time

Benefits offered by this job

Life and Health Insurance

Vacation leaves

Ongoing training

Team-oriented culture

Job summary

Bill Gosling Outsourcing in the Philippines, Metro Manila is seeking an Operations Manager to drive the performance and budget of multiple client groups. You will set objectives, analyze metrics, and lead hiring, training, and motivational initiatives to deliver excellent service to clients.

Lead cross-functional teams with a focus on SLAs, resource balancing, and process improvements. Strong communication with executives and clients is essential for success in this on-site role.

Qualifications

• Minimum 2 years post-secondary or equivalent is required.
• 2 years’ experience in a Managing Coach role or equivalent external experience.
• 5+ years' experience in the BPO industry, preferably handling financial account.
• Strong verbal and written communication skills.
• Ability to lead and manage difficult conversations with high level execs and clients.
• Critical thinking and problem solving skills.

Responsibilities

• Work with the President and senior management to ensure the Company vision and core values are integrated into our operational strategies.
• Ensure the productivity of departments or multiple P-and-L groups so that Company and client goals/ SLAs are met or exceeded.
• Understand Client SLAs and contractual requirements to ensure we met objectives.
• Manage all inventory in line with company requirements.
• Ensure that all necessary facilities and/or tools are available for use by employees.
• Approve recommendations for hiring, transfer, promotion, or dismissal of staff, as is appropriate.
• Monitor staffing levels in accordance with the Resource Balancing QAP to ensure that Company resources are being efficiently and effectively allocated.
• Develop strong client relationships in a professional and appropriate manner, in accordance with the Company's Mission Statement, Promise of Performance, and Company Policy.
• Manage all client reporting and internal reporting and billing requirements in a timely manner.
• Performance manage direct reports and overall team to ensure we grow and develop our talent.
• Develop strategies to enhance productivity or improve processes and procedures.
• Prepare monthly forecasts, revenue and expenses for portfolios.
• Motivate staff through established incentive programs or ad hoc contests.
• Establish work schedules to meet Company and client requirements.
• Champion company core values and other company programs to engage and motivate our employees.
• Other duties as assigned

Skills

Leadership

Client relations

Performance metrics

Communication

Budgeting

Education

Post-secondary education

Managing Coach experience

BPO experience

Job description

Bill Gosling Outsourcing in the Philippines, Metro Manila is seeking an Operations Manager to drive the performance and budget of multiple client groups. You will set objectives, analyze metrics, and lead hiring, training, and motivational initiatives to deliver excellent service to clients.

Lead cross-functional teams with a focus on SLAs, resource balancing, and process improvements. Strong communication with executives and clients is essential for success in this on-site role.