Operations Manager

Probe CX Philippines Inc.; Filipinas; Presencial; PHP 600 000 - 900 000; Tempo integral

Resumo da oferta

Probe Group is seeking an Operations Manager to lead Team Leaders and drive performance, quality, and customer satisfaction within a fast-paced BPO environment. You will guide daily planning, develop leadership capabilities, and ensure adherence to client processes and company policies.

In this onsite role at Eastwood, Quezon City, you will monitor metrics, provide regular feedback, and prepare comprehensive reports to meet and exceed program goals.

Qualificações

• At least 1-2 years of experience as an Operations Manager in a BPO environment.
• At least 6 months of experience in messaging or chat support operations.
• Preferably with Healthcare background but not required.
• Proven experience managing Team Leaders.
• Strong understanding of BPO metrics, KPIs, and SLAs.
• Demonstrated ability to drive operational performance and achieve business targets.
• Excellent leadership, communication, analytical, and problem-solving skills.
• Experience in performance management, coaching, and employee development.
• Ability to manage multiple priorities in a fast-paced environment.
• Willingness to work onsite in Eastwood, Quezon City

Responsabilidades

• Manage the performance and development of direct reports.
• Formulate a daily/weekly and monthly plan of action by using all available statistical or historical data as well as qualitative information.
• Conduct regular triad coaching sessions to identify strengths and opportunities of assigned Team Leaders.
• Develop management skills of direct reports.
• Conduct daily pre or post shift meetings to discuss and/or cascade critical information.
• Conduct regular performance evaluation.
• Monitor individual and team results versus targets on a daily, weekly, month-to-date (MTD), year-to-date (YTD) and if possible, project-to-date.
• Conduct daily pre or post shift meetings to discuss team stats/reports.
• Ensure efficiencies are well-managed and at par with expectations to minimize unfavorable impact on financial goals.
• Ensure metrics and client service levels and turn around time are met.
• Use trended data to analyze team performance and formulate action plans for improvement.
• Prepare and submit daily, weekly, monthly and annual reports without delay.
• Ensure accountability among team members.
• Manage and develop the team to meet and exceed program goals.
• Provide regular feedback on performance of subordinates.
• Document coaching sessions and prepare development action plan to address areas for improvement.
• Prepare appropriate documentation to ensure corrective action is taken to address behavioral or performance related issues/opportunities of team members.

Conhecimentos

Leadership

Communication

Analytical

Problem-solving

Coaching

Team development

Performance management

Descrição da oferta de emprego

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific and Asia, we're no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

Job Overview

Manage assigned Team Leaders to meet performance, quality, customer satisfaction, efficiency and hours/time goals by providing knowledge, support and guidance in accordance with client-approved processes as well as internal company policies and procedures. Build and maintain client relationship with day-to-day stakeholders.

Duties & Responsibilities

Manage the performance and development of direct reports

• Formulate a daily/weekly and monthly plan of action by using all available statistical or historical data as well as qualitative information
• Conduct regular triad coaching sessions to identify strengths and opportunities of assigned Team Leaders
• Develop management skills of direct reports
• Conduct daily pre or post shift meetings to discuss and/or cascade critical information
• Conduct regular performance evaluation
• Monitor individual and team results versus targets on a daily, weekly, month-to-date (MTD), year-to-date (YTD) and if possible, project-to-date
• Conduct daily pre or post shift meetings to discuss team stats/reports
• Ensure efficiencies are well-managed and at par with expectations to minimize unfavorable impact on financial goals
• Ensure metrics and client service levels and turn around time are met
• Use trended data to analyze team performance and formulate action plans for improvement
• Prepare and submit daily, weekly, monthly and annual reports without delay
• Ensure accountability among team members
• Manage and develop the team to meet and exceed program goals
• Provide regular feedback on performance of subordinates
• Document coaching sessions and prepare development action plan to address areas for improvement
• Prepare appropriate documentation to ensure corrective action is taken to address behavioral or performance related issues/opportunities of team members

Provide leadership and motivation to direct reports

• Set clear directions for the team through clear communication of goals and objectives, tasks, assignments, etc
• Propose and/or implement simple incentive programs to help boost team performance
• Give recognition to the team members' group and individual achievements and prepare the appropriate documentation/commendation
• Has a clear understanding and able to firmly and fairly implement company policies, code of ethics and code of conduct
• Set a good example by strictly adhering to the company's policies, procedures and guidelines
• Establish open lines of communication within the team
• Conduct regular skip level meeting or focus group discussions (FGD) with agents
• Promote positive mental attitude
• Thrive as a leader in a fast-paced, high-energy, change-oriented environment
• Keep employee attrition and absenteeism within controllable limits

Qualifications

• At least 1-2 years of experience as an Operations Manager in a BPO environment.
• At least 6 months of experience in messaging or chat support operations.
• Preferably with Healthcare background but not required
• Proven experience managing Team Leaders
• Strong understanding of BPO metrics, KPIs, and SLAs.
• Demonstrated ability to drive operational performance and achieve business targets.
• Excellent leadership, communication, analytical, and problem-solving skills.
• Experience in performance management, coaching, and employee development.
• Ability to manage multiple priorities in a fast-paced environment.
• Willingness to work onsite in Eastwood, Quezon City

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