Operations Manager (Cebu Onsite)

OfficePartners, 360 Inc.; Cebu City; On-site; PHP 600,000 - 800,000; Full time

Job summary

OfficePartners, 360 Inc. is seeking an experienced Operations Manager to lead and optimize operations across multiple lines of business. You will manage large teams, drive service quality, and align processes with client expectations in a fast-paced environment.

The role emphasizes CSAT improvement, reporting, coaching, and policy development while collaborating with HR on recruitment and ensuring on-site execution.

Qualifications

• Demonstrated leadership in managing large teams.
• Experience in technical support environments.
• Proven project management skills.
• Strong account management capabilities.
• Experience with startup accounts is a plus.
• Customer support experience is preferred.
• Willingness to work night shifts.
• On-site work availability.

Responsibilities

• Ensure high standard of service delivered to customers via staff and resources.
• Implement customer service strategies to promote satisfaction.
• Oversee customer service agents' skills and responsiveness.
• Develop strategies to maintain CSAT scores and monitor CSAT performance.
• Provide reporting and coaching to hit CSAT targets.
• Conduct root cause analysis for CSAT data.
• Manage and supervise agents.
• Provide performance reports for various account sections.
• Offer inspiring leadership for the organization.
• Make policy, planning, and strategy decisions.
• Develop, implement, and review operational policies and procedures.
• Assist HR with recruitment when necessary.
• Promote a company culture of high performance and morale.
• Oversee budgeting, reporting, planning, and auditing.

Skills

Leadership

Operations Mgmt

Technical support

Project management

Account management

Startup experience

Customer support

Night shift

On-site

Job description

We are seeking a highly motivated and experienced Operations Manager to join our team.

This role is critical for ensuring efficient operations, meeting client expectations, and driving performance across multiple lines of business (LOBs). The ideal candidate will have a strong background in managing large teams, and a proven ability to adapt and thrive in a fast-paced environment.

Key Responsibilities:

• 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 score.
• 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.

Skills and Qualifications

• Preferably with at least 2 years of leadership / Operations Manager experience
• With experience in Technical support
• At least a year of project management skill
• Should have excellent account management skills
• Good to have account management experience in a startup account
• Customer support experience is preferred
• Willing to work on a night shift
• Amenable to working on-site