Deskripsi Pekerjaan
Are you an experienced leader looking to make a significant impact in a fast-paced environment? ResultsCX is currently seeking a high-performing Operations Manager to join our team in Lapu-Lapu City, Cebu. In this pivotal role, you will act as the single point of contact for our key stakeholders, driving operational excellence and fostering strong, long-term partnerships.
As an Operations Manager, you will lead high-performing teams, optimize service delivery processes, and ensure that we consistently meet and exceed client KPIs. You will be instrumental in cultivating a culture of high performance, continuous improvement, and employee engagement. If you are a strategic thinker with a passion for customer service excellence and team leadership, we want to hear from you.
Tanggung Jawab
- Serve as the primary point of contact for key client stakeholders, ensuring clear communication and alignment on goals.
- Lead, mentor, and develop a team of supervisors and agents to meet performance targets.
- Analyze operational metrics and performance data to identify trends and implement corrective actions.
- Drive continuous improvement initiatives to enhance service quality, efficiency, and customer satisfaction (CSAT).
- Ensure full compliance with company policies, client requirements, and industry-standard operational procedures.
- Manage workforce planning and resource allocation to maintain optimal service levels.
- Collaborate with cross-functional departments, including QA, Training, and HR, to ensure operational success.
Kualifikasi
- Bachelor’s degree in Business Administration, Management, or a related field.
- Minimum of 3-5 years of experience in an Operations Management role within a BPO or Call Centre environment.
- Proven track record of managing large teams and meeting stringent performance KPIs.
- Exceptional leadership, communication, and interpersonal skills.
- Strong analytical abilities with proficiency in data reporting and presentation.
- Ability to thrive in a high-pressure, results-oriented environment.
- Knowledge of quality assurance methodologies and lean management principles.