Deskripsi Pekerjaan
Are you a seasoned operations leader ready to elevate your career in a dynamic contact centre environment? We are seeking a highly motivated BPO Operations Manager to join our team in Cavite, Calabarzon. This is your chance to lead contact centre excellence with a competitive salary, comprehensive health benefits, and unparalleled career growth opportunities.
As the BPO Operations Manager, you will be the driving force behind our operational success. You will take full ownership of the day-to-day operations, ensuring the consistent delivery of exceptional customer service while meeting and exceeding performance targets. You will lead a large team of dedicated professionals, fostering a culture of high performance, collaboration, and continuous improvement. Your strategic insights will directly impact business growth, client satisfaction, and team morale.
We are looking for a data-driven leader with a proven track record in managing complex BPO operations. You possess excellent client management skills and the ability to navigate high-pressure environments with ease. If you are passionate about developing talent, optimizing processes, and achieving operational excellence, we want to hear from you.
Tanggung Jawab
- Direct and oversee all aspects of contact centre operations, ensuring alignment with client goals and company objectives.
- Develop and implement strategic initiatives to drive key performance indicators (KPIs) such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), Service Level Agreements (SLAs), and Average Handling Time (AHT).
- Provide strong leadership, coaching, and mentoring to Team Leaders and operations staff to ensure high levels of engagement and professional growth.
- Manage operational budgets, conduct financial forecasting, and optimize resource allocation to maximize efficiency and profitability.
- Build and maintain strong relationships with clients, acting as the primary point of contact for operational matters and performance reviews.
- Analyze data and generate insightful reports for senior management, translating complex data into actionable strategies.
- Champion a culture of continuous improvement, leveraging Lean, Six Sigma, or other methodologies to enhance processes and reduce costs.
- Ensure strict adherence to company policies, industry regulations, and data security standards.
Kualifikasi
- Bachelor's degree in Business Administration, Management, or a related field. MBA is a plus.
- Minimum of 5 years of management experience within a BPO or contact centre setting, with at least 2 years as an Operations Manager or equivalent role.
- Proven experience managing large-scale operations (100+ FTEs) and multi-client programs is highly preferred.
- Deep understanding of contact centre technologies, including CRM systems, dialer operations, and Workforce Management (WFM) tools.
- Exceptional leadership, communication, and interpersonal skills with the ability to inspire and drive results across diverse teams.
- Strong analytical and problem-solving abilities, with a track record of using data to drive business decisions.
- Willing to work full-time on-site in Cavite, Calabarzon, and flexible to work in a shifting schedule including nights and holidays.
- Certification in Six Sigma, PMP, or COPC is an advantage.