Deskripsi Pekerjaan
Join Outsourcey, a dynamic Business Process Outsourcing (BPO) company revolutionizing customer service solutions in the heart of Bonifacio Global City (BGC). We're seeking a passionate Operations Lead to spearhead our night shift operations in this hybrid role, combining remote flexibility with collaborative in-office work. As a key driver of our service excellence, you'll optimize workflows, lead high-performing teams, and ensure seamless delivery of client solutions while fostering a culture of continuous improvement and innovation.
This opportunity offers more than just a job—it's a chance to shape operational strategies in a fast-paced environment where your leadership directly impacts customer satisfaction and business growth. With competitive compensation, comprehensive benefits, and clear career progression pathways, Outsourcey empowers you to thrive professionally while maintaining work-life balance through our hybrid model.
Tanggung Jawab
- Oversee daily operations and team performance metrics
- Develop and implement process improvement initiatives
- Lead, mentor, and coach team members to achieve KPIs
- Coordinate cross-functional projects and stakeholder communications
- Ensure compliance with service level agreements (SLAs)
- Analyze operational data to identify optimization opportunities
- Drive quality assurance and customer satisfaction programs
Kualifikasi
- Bachelor's degree in Business Administration or related field
- 3+ years in operations management, BPO preferred
- Proven team leadership experience in night shift environments
- Strong analytical and problem-solving abilities
- Expertise in process optimization and workflow design
- Experience with performance management systems
- Excellent communication and conflict resolution skills