Operations Manager/Supervisor

Recruitify_HR; Muntinlupa; On-site; PHP 558,000 - 781,200; Full time

Job summary

A leading recruitment agency is seeking an Operations Manager to oversee and lead a team of customer service representatives in Muntinlupa. The ideal candidate will have 3-5 years of experience in a BPO setting and a proven track record in managing operations. Responsibilities include monitoring performance metrics, fostering team development, and enhancing customer experience. Strong leadership and analytical skills are essential for driving operational excellence.

Qualifications

• Proven track record of managing operations in customer service or call center.
• 3-5 years of experience as Operations Manager or Assistant Manager in BPO.

Responsibilities

• Manage and lead a team of customer service representatives.
• Monitor key performance metrics for process improvement.
• Collaborate with teams to enhance customer experience.

Skills

Leadership skills

Data analysis

Problem-solving

Communication skills

Education

Bachelor degree

Job description

Job Title

Operations Manager

Account

BFSI

Work Location / Set up

Onsite, Cebu

Shift Schedule

GY

Job Description

• Manage and lead a team of customer service representatives, ensuring they are equipped with the necessary skills and resources to deliver outstanding service
• Monitor and analyse key performance metrics to identify opportunities for process improvement and drive operational excellence
• Collaborate with cross-functional teams to develop and implement strategies that enhance the customer experience
• Liaise with clients to understand their evolving needs and translate them into actionable plans
• Foster a positive and engaged work culture, supporting the professional development of your team
• Ensure compliance with all relevant policies, procedures and regulatory requirements
• Contribute to the continuous improvement of our service delivery, leveraging data-driven insights

What We're Looking For

• Proven track record of successfully managing operations in a customer service or call centre environment, preferably within the travel industry
• Strong leadership skills with the ability to motivate and develop high-performing teams
• Excellent problem-solving and decision-making abilities, with a focus on driving operational efficiency
• Proficient in data analysis and using insights to drive process improvements
• Exceptional communication and interpersonal skills, with the ability to liaise effectively with clients and cross-functional stakeholder

Non-Negotiable Requirements

• 2 years of BFSI/Financial Background (No indication on CV, automatically rejected )
• 3-5 years of experience as an Operations Manager or Assistant Manager in a BPO setting.
• Bachelor degree