Operations Manager - Bridgetowne (Active Pooling) for Luxury Account

Concentrix; Pasig; On-site; PHP 1,339,000 - 2,009,000; Full time

Job summary

Concentrix is seeking a seasoned Operations Manager to lead a team of team leaders in a BPO environment. The role requires managing SLAs, driving revenue through efficient operations, and developing staff performance through coaching and targeted actions.

The candidate should possess a college degree and a track record of coaching and process improvements in fast-paced settings, with excellent communication skills for internal and external stakeholders.

Qualifications

• Minimum 2 years of manager experience in the BPO setup, handling TLs (retail, hospitality or customer service background preferred).
• Excellent verbal and written communication skills.

Responsibilities

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed.
• Maximize revenue generation to reach long and short term financial projects (data collection for billable/non-billable hours, forecasting, budgeting).
• Select, train, develop, and manage performance of direct reports and their associates; assign work per policy and legal requirements.
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics reports).
• Create and maximize relationships with client partners.
• Provide leadership and guidance to direct reports to ensure adherence to company policies; implement corrective actions when needed.
• Conduct regular one-on-ones with direct reports to review performance and provide coaching.
• Foster a positive work environment through employee engagement; address issues professionally and promptly.
• Participate in cross-functional meetings with Training, HR, Quality, WFM, TA to define action plans for continuous improvement.
• Implement best practices and drive consistent performance; adjust staffing with input from BD and Client; attend business reviews with the client.
• Handle a team of team leaders.

Skills

Manager experience

Excellent communication

Education

College degree in related field

Job description

• At least 2 years manager experience in the BPO set up, handling TLs (preferably retail, hospitality, or customer service background)
• - Excellent communication skill (verbal and written)

Essential Functions/Core Responsibilities

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
• Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
• Create and maximize relationships with client partners
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement
• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
• Attend business reviews with the client
• Handle a team of team leaders

Candidate Profile

• College Degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience) preferred
• Call center experience preferred
• Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal
• Work well under pressure and follow through on items to completion while maintaining professional demeanor
• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
• Demonstrated ability to mentor, coach and provide direction to a team of employees

Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s). Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures and business plan; receives guidance from senior manager and/or director. Provides technical guidance to employees, colleagues and/or customers. Has accountability for results in terms of costs, strategies and employees.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.