Operations Supervisor (BPO)

Global Strategic Business Process Solutions; Bacolod; On-site; PHP 400,000 - 600,000; Full time

Job summary

A leading BPO solutions provider in Bacolod, Philippines, is seeking an Operations Manager to oversee program performance and enhance service quality. The successful candidate will have a Bachelor's degree in Business Administration or a related field and proven experience in operations management. Strong leadership and communication skills are essential for managing teams and client relationships effectively. This role offers an opportunity to drive continuous improvement and maximize team potential.

Qualifications

• Bachelor’s degree required.
• Experience in operations management in a BPO context.
• Excellent leadership and communication skills.

Responsibilities

• Review program performance metrics for improvement.
• Provide written performance appraisals.
• Act as a key escalation point for team issues.
• Oversee resolution to program-related issues.
• Coach and mentor team members.

Skills

Leadership

Communication

Analytical skills

Problem-solving

Education

Bachelor’s degree in Business Administration

Bachelor’s degree in Operations Management

Job description

Key Responsibilities:

• Review and analyze program performance metrics to identify needs and opportunities for improvement.
• Provide written performance appraisals, setting clear objectives and expectations for team members.
• Act as a key escalation point for front-line team members to address and resolve operational issues effectively.
• Identify program-related issues and oversee the resolution process, ensuring timely and effective communication.
• Maximize the potential of team members through coaching, mentorship, and effective performance management techniques.
• Track client issues, maintain correspondence, and ensure timely resolution to enhance overall client satisfaction.
• Support organizational goals by implementing and facilitating processes that promote continuous improvement, leading to enhanced service quality and reduced operating expenses.
• Regularly review and optimize workflows to ensure efficiency and effectiveness in service delivery.

Key Requirements:

• Bachelor’s degree in Business Administration, Operations Management, or a related field.
• Proven experience in operations management within a BPO environment, with a strong understanding of operational processes.
• Excellent leadership, communication, and interpersonal skills.
• Strong analytical and problem-solving skills to interpret performance data and implement improvements.
• Ability to manage client relationships and effectively address escalated issues.
• Experience communicating with clients in the United States is a plus.