Deskripsi Pekerjaan
Join Qualfon as an Operations Manager and drive operational excellence in our dynamic Manila-based call centre. In this critical onsite leadership role, you'll oversee daily operations, ensuring seamless workflow and achievement of client performance metrics while maintaining service quality standards. You'll lead cross-functional teams, implement process improvements, and collaborate with stakeholders to optimize operational efficiency. This position offers the opportunity to shape service delivery strategies and develop talent in a fast-paced environment where your impact directly influences client satisfaction and business growth.
Tanggung Jawab
- Oversee daily operations to ensure KPI achievement and service excellence
- Lead, mentor, and develop high-performing operational teams
- Implement and optimize operational processes for continuous improvement
- Analyze performance data to identify trends and implement corrective actions
- Collaborate with clients to address operational challenges and ensure alignment
- Develop and maintain comprehensive operational reports and documentation
- Drive quality assurance initiatives and compliance with service standards
Kualifikasi
- Bachelor's degree in Business Administration, Operations Management, or related field
- 5+ years experience in operations management, preferably in call centres/BPO
- Proven track record of meeting/exceeding performance metrics
- Strong leadership and team development skills
- Expertise in process optimization and quality improvement methodologies
- Advanced analytical skills with proficiency in data interpretation
- Excellent communication and stakeholder management abilities
- Experience with workforce management systems and operational software