Deskripsi Pekerjaan
Are you a dynamic leader looking to elevate your career in the BPO industry? Transparent BPO, Inc. is seeking a high-performing Associate Operations Manager to join our expanding team in San Juan City. We pride ourselves on operational excellence and a culture that empowers our people to succeed.
As an Associate Operations Manager, you will be the driving force behind team performance, ensuring that we not only meet but exceed client expectations. You will work closely with the Operations Manager to optimize workflows, mentor team leads, and foster a positive, results-oriented environment. At Transparent BPO, we value your hard work and dedication—that’s why we offer an industry-leading benefits package, including weekly payouts to ensure you have consistent access to your earnings.
Join a company where your growth is our priority. With comprehensive HMO coverage for you and a dependent, secure free parking, and a collaborative workspace, we provide the tools you need to thrive in your professional life.
Tanggung Jawab
- Oversee day-to-day call center operations to ensure performance targets and KPIs are met.
- Provide coaching, mentorship, and development support to Team Leads and frontline agents.
- Analyze operational data to identify trends, performance gaps, and opportunities for process improvement.
- Manage workforce scheduling and staffing requirements to optimize efficiency and service levels.
- Act as the primary point of contact for escalations and client inquiries regarding operational performance.
- Maintain compliance with company policies, quality standards, and data security protocols.
- Collaborate with cross-functional departments (HR, QA, and Training) to drive engagement and performance initiatives.
Kualifikasi
- Bachelor’s degree in Business Administration, Management, or a related field.
- Minimum of 3 years of experience in a BPO supervisory or assistant management role.
- Strong understanding of call center metrics (AHT, CSAT, FCR, and Quality Assurance).
- Proven ability to manage and motivate high-volume, multicultural teams.
- Exceptional verbal and written communication skills in English.
- Proficiency in CRM software and workforce management tools.
- Strong analytical mindset with the ability to translate data into actionable insights.
- Flexibility to work in shifting schedules as required by operational needs.