Operations Manager (Pooling)

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

Join a Team That’s Passionate About Making Lives Better!

At Bill Gosling Outsourcing, we believe that success starts with an amazing team. We are a global leader in outsourcing solutions, we focus on making lives better, one connection at a time. We provide tailored solutions to businesses around the globe, specializing in customer care, sales, and financial services. We’re looking for enthusiastic, driven individuals to join our dynamic work environment where fun meets results!

The Operations Manager is responsible for the overall performance and budget of their multiple client groups. They set objectives, analyze metrics, ensure that the company and staff meet goals and provide reliable, efficient support for our clients. They are also responsible for hiring, training, preparing and motivating their teams to provide excellent service to customers and clients.

What You'll Do

The Operations Manager is responsible for the overall performance and budget of their multiple client groups. They set objectives, analyze metrics, ensure that the company and staff meet goals and provide reliable, efficient support for our clients. They are also responsible for hiring, training, preparing and motivating their teams to provide excellent service to customers and clients.

Key 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

About You

• Philippines – Minimum of 2 years post-secondary or equivalent is required
• 2 years’ experience in an 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

WHY WORK WITH US

• We offer a competitive salary for your work experience.
• Life and Health Insurance
• Vacation, Birthday and Anniversary Leaves
• Ongoing training / personal development.
• Amazing work culture where you can learn and grow.

WHERE ARE WE

We have offices across the Globe – Canada, Philippines, Costa Rica, UK, US, Trinidad & Tobago, and India – please visit our website for additional information

CHECK US OUT FOR YOURSELF

Twitter & Instagram: bgocareers

Facebook: BillGoslingOutsourcingPH

Website – https://www.billgosling.com/careers

Why Join Us?

• Growth Opportunities: We believe in promoting from within and providing opportunities for career advancement.
• Comprehensive Training: We offer extensive paid training to ensure you’re equipped for success.
• Team-Oriented Culture: Work in a collaborative, supportive environment with peers who are passionate about what they do.
• Diversity & Inclusion: We celebrate the unique perspectives and contributions of all our employees.
• Fun Workplace: Join a vibrant team that knows how to have fun! From team engagement activities to social events, we foster a lively and inclusive work environment where you’ll build strong connections.
• State-of-the-Art Offices: Work in our modern, well-equipped offices designed to enhance collaboration and productivity.
• Rewarding Work: Help businesses grow while making a real difference in people’s lives!

Get to Know Us Better!

Follow us to get an insider view of our team in action, our values in motion, and a sneak peek into what makes us an awesome place to work!

Twitter & Instagram: bgocareers

Facebook: Bill Gosling Outsourcing

LinkedIn: Bill Gosling Outsourcing

Website – https://www.billgosling.com/careers

At Bill Gosling Outsourcing, we believe that diversity makes us stronger. We welcome applicants from all backgrounds and are committed to creating an inclusive and supportive workplace where everyone can thrive. Regardless of your race, gender, age, ability status, or any other characteristic, you are valued here.

If you require accommodations at any stage of the hiring process, we are happy to work with you to ensure you have the support you need – just let us know.

Bill Gosling Outsourcing – Where your career thrives!