Operations Manager - Retail BPO (Cebu)

TASQ Staffing Solutions; Cebu City; On-site; PHP 558,000 - 781,200; Full time

Job summary

A staffing solutions firm in Cebu is seeking an Operations Manager for their Retail BPO. The role involves leading a team of supervisors, managing performance metrics, and developing strategies to enhance productivity and customer satisfaction. The ideal candidate will have at least 4 years of relevant experience and a Bachelor's degree. This position requires a fully onsite setup starting August 15.

Qualifications

• At least 4 years of experience as an Operations Manager or Senior Group Leader, preferably in retail.
• Capable of managing three Assistant Managers and conducting business reviews.

Responsibilities

• Lead and mentor call center supervisors, coaching teams on best practices.
• Track and manage KPIs and performance metrics to identify areas for improvement.
• Develop and execute strategies to enhance productivity and employee engagement.
• Implement customer satisfaction initiatives and resolve operational issues.

Skills

Team Leadership

Performance Management

Customer Service

Education

Bachelor's Degree

Job description

About the job Operations Manager - Retail BPO (Cebu)

Start Date: August 15

Work Setup: Fully Onsite in Cebu

Educational Qualification: Bachelor's Degree

Work Experience:

• At least 4 years of experience as an Operations Manager or Senior Group Leader in any industry, preferably in retail
• Capable of managing three Assistant Managers and conducting business reviews

Key Responsibilities:

• Team Leadership & Development: Lead and mentor call center supervisors, coach teams on best practices, promote a culture of accountability and continuous improvement, and oversee hiring, coaching, and staff performance.
• Performance Management & Monitoring: Track and manage KPIs, performance metrics, and productivity standards; analyze team and individual performance to identify trends and areas for improvement; and implement strategies to boost revenue and profitability.
• Operational Excellence & Strategy: Develop and execute strategies to enhance productivity, customer satisfaction, and employee engagement; evaluate team results and objectives; and continuously improve call center operations.
• Customer Service & Quality Assurance: Implement customer satisfaction initiatives, resolve operational issues, ensure compliance with industry regulations and quality standards, and collect customer feedback for ongoing improvement.