Operations Manager/Supervisor

Gratitude Philippines; Muntinlupa; On-site; PHP 2,026,635 - 3,184,713; Full time

Job summary

A leading company in customer service is seeking an Operations Manager to oversee a team, drive operational excellence, and enhance customer experience. The ideal candidate should have a proven background in the BFSI sector and strong leadership skills. You will manage performance metrics, collaborate with cross-functional teams, and ensure compliance with standards. A minimum of 3-5 years in a similar role is required. This is an on-site position located in Muntinlupa, Philippines.

Qualifications

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

Responsibilities

• Manage and lead a team of customer service representatives.
• Monitor and analyse key performance metrics for process improvement.
• Collaborate with teams to enhance the customer experience.
• Liaise with clients to translate needs into actionable plans.
• Foster a positive work culture supporting team development.
• Ensure compliance with policies and regulatory requirements.
• Contribute to service delivery improvements using data insights.

Job description

On-site - Muntinlupa 3-5 Yrs Exp Bachelor Full-time

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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 stakeholders

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.