Operations Manager | BPO Pioneer Team

iOPEX; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

iOPEX Philippines seeks an experienced Operations Leader to manage Customer Service/Tech Support operations (voice & non-voice) in a fast-paced BPO environment in Bonifacio Global City, Taguig. Lead teams, drive metrics, and partner with clients to meet service levels.

You will conduct weekly meetings, prepare reports, develop budgets, and foster a positive, productive culture with night shifts. CSR/TSR experience and strong English are essential.

Qualifications

• Minimum 3 years proven management experience in a BPO contact center environment.
• Must have excellent Verbal and Written English Communication Skills.
• Solid understanding of computer basics (Windows, Excel, Word, OS, Internet).
• Willing to work on Night Shifts and Shifting Schedules at Bonifacio Global City, Taguig City.
• 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 and scheduling.
• Must be willing to work onsite a shifting schedule at Bonifacio Global City, Taguig

Responsibilities

• Manages operations for Customer Service/Tech Support - Voice and Non- Voice.
• Perform weekly meetings with operations staff to discuss issues affecting business.
• Submit weekly operations report to client.
• Set operational goals, objectives and develops strategies to meet client metrics.
• Gather, review, and analyze reports, records, and data from Team Leads and WFM to ensure quality, efficiency, and productivity.
• Possess Budgeting and Financial Planning skills.
• Foster a Positive and Productive Work Environment, with ability to Lead, Build Teams, and Motivate staff.

Skills

Leadership

Forecasting

Analytical skills

Team building

Budgeting

Communication

Tools

Windows

Excel

Word

Internet

Job description

We are looking for awesome and talented leaders who wants to join our growing team!

Responsibilities:

• Manages operations for Customer Service/Tech Support - Voice and Non- Voice

• Perform weekly meetings with operations staff to discuss issues affecting business

• Submit weekly operations report to client

• Set operational goals, 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 ability to Lead, Build Teams, and Motivate staff

Requirements:

• Minimum 3 years proven management experience in a BPO contact center environment

• Must have excellent Verbal and Written English Communication Skills

• Solid understanding of computer basics (Windows, Excel, Word, Operating Systems and the Internet)

• Must be willing to work on Night Shifts and Shifting Schedules at Bonifacio Global City, Taguig City.

• 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

• Strong Organizational, Leadership and Interpersonal Management Skills

• Possess excellent knowledge of Manpower Planning and scheduling

• Must be willing to work onsite a shifting schedule at Bonifacio Global City, Taguig

Other info:

• Application Process: 1 Day hiring (Onsite Process depending on the availability of the hiring managers)

• Work set up: Onsite

• Schedule: Shifting

• Salary Range: Your current and expected salary as well as your interview with the hiring managers will be considered for the offer