Deskripsi Pekerjaan
Vcustomer Philippines, Inc. is seeking a highly analytical and dynamic Operations Manager to join our pioneering team in Eastwood, Metro Manila. In this pivotal leadership position, you will be responsible for driving operational excellence, optimizing key performance indicators (KPIs), and nurturing a high-performance culture within our growing call center and customer service divisions.
As a critical link between our clients and internal stakeholders, you will translate strategic organizational goals into actionable, daily operational plans that deliver outstanding customer experiences and maximize team efficiency. If you are an innovative problem solver with a proven background in BPO operations management and a passion for mentoring leaders, this is your opportunity to build and shape a pioneering program from the ground up.
Tanggung Jawab
- Oversee the day-to-day operations of call center campaigns to ensure all Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and Customer Satisfaction (CSAT) goals are met or exceeded.
- Lead, mentor, and inspire a team of Operations Supervisors, Team Leaders, and support staff to foster professional growth and a highly engaged workplace environment.
- Analyze operational performance data, generate comprehensive reports, and implement strategic adjustments to drive efficiency and quality.
- Collaborate closely with client partners to manage business expectations, present operational reviews, and execute continuous improvement initiatives.
- Partner with the Workforce Management (WFM) team to optimize scheduling, shrinkage, and staffing utilization.
- Ensure strict adherence to organizational policies, data security guidelines, and industry-standard compliance.
Kualifikasi
- Bachelor's degree in Business Administration, Management, or a related field.
- At least 3 to 5 years of solid experience as an Operations Manager within the BPO or Call Center industry.
- Proven track record of managing customer support, technical support, or sales programs with a scale of 100+ full-time employees (FTEs).
- Strong leadership, people management, and performance-coaching skills.
- Exceptional verbal and written English communication skills, with extensive experience in client-facing presentations.
- Highly proficient in data-driven decision-making, with a strong understanding of call center metrics and financial drivers.
- Must be willing to work on-site in Eastwood, Metro Manila, and accommodate shifting or night schedules.