Deskripsi Pekerjaan
Transcom is a global leader in customer experience (CX) solutions, partnering with some of the world’s most iconic brands across technology, telecommunications, and e-commerce. We are seeking a highly motivated and strategic Operations Manager to lead our growing team at the Transcom Bacolod site.
As the Operations Manager, you will be the driving force behind our operational success. You will oversee daily operations, ensure service level agreements (SLAs) are consistently achieved, and empower your team to deliver world-class customer support. This role demands a strong leader who can analyze performance data, make informed decisions, and implement strategies that drive continuous improvement and business growth.
Key responsibilities include managing Team Leaders, fostering a high-performance culture, and collaborating closely with clients to align on strategic objectives. We are looking for someone with a proven track record in BPO operations management, excellent leadership skills, and the ability to thrive in a fast-paced, dynamic environment.
At Transcom, we are committed to nurturing talent, recognizing achievements, and providing clear career paths. Join us in the heart of the City of Smiles and take your career to new heights with a global CX leader. Transcom offers a competitive compensation package, comprehensive health benefits, and a supportive work environment that encourages work-life balance. You will have access to world-class training and development programs designed to enhance your leadership skills and accelerate your career growth.
Apply now to become our next Operations Manager!
Tanggung Jawab
- Oversee end-to-end operations of the call center program, ensuring performance metrics (KPIs) such as CSAT, AHT, and FCR are met.
- Lead, mentor, and develop a team of Team Leaders and support staff to foster a high-performance culture.
- Analyze operational data to identify trends, bottlenecks, and opportunities for process improvement.
- Conduct regular performance reviews and provide constructive feedback to direct reports.
- Collaborate with clients and internal stakeholders to align on targets, strategies, and reporting requirements.
- Manage workforce planning, scheduling, and resource allocation to optimize efficiency.
- Ensure compliance with company policies, client guidelines, and industry regulations.
- Drive strategic initiatives to enhance customer experience and operational excellence.
Kualifikasi
- Bachelor's degree in Business Administration, Management, or any related field.
- At least 3 to 5 years of experience in an Operations Manager or senior leadership role within the BPO industry.
- Demonstrated ability to manage and motivate a team of 50+ employees.
- Strong understanding of call center metrics, workforce management, and quality assurance.
- Excellent problem-solving, decision-making, and conflict-resolution skills.
- Proficient in Microsoft Office Suite, particularly Excel for reporting and data analysis.
- Exceptional communication and presentation skills.
- Willingness to work in Bacolod City and adapt to a shifting schedule.