Deskripsi Pekerjaan
Are you a highly motivated and experienced operations professional with a genuine passion for cultivating talent and nurturing strong client relationships? MicroSourcing, a pioneer and leader in offshore staffing solutions, is actively seeking a dynamic and results-oriented People & Partnership Operations Team Lead to join our vibrant team in Pasay City.
As the heart of our operational excellence, this onsite role, strategically located within the bustling MOA Complex, places you at the forefront of managing, mentoring, and inspiring a high-performing team. You will be instrumental in ensuring seamless service delivery, optimizing operational workflows, and maintaining the highest standards of client satisfaction. This isn't just a leadership role; it's an opportunity to be a true advocate for both our dedicated talent and our valued global partners.
The ideal candidate will thrive in a fast-paced, high-volume environment, demonstrating exceptional leadership, problem-solving, and communication skills. You will act as the crucial link between our talented professionals and our diverse client base, driving efficiency, exceeding performance metrics, and fostering a collaborative culture of continuous improvement. We offer a flexible work setup with both nightshift and dayshift schedules to align with various operational requirements and client time zones, providing a challenging yet rewarding career path.
At MicroSourcing, we are committed to fostering an environment where our employees can grow, innovate, and make a significant impact. If you're ready to elevate your career, lead with purpose, and contribute to the success of a globally recognized organization, we invite you to apply. Join us and become a pivotal part of a team that is dedicated to excellence and empowering careers!
Tanggung Jawab
- Lead, mentor, and motivate a team of operations professionals to achieve and exceed performance targets and service level agreements.
- Oversee day-to-day operational activities, ensuring efficient workflow, adherence to processes, and timely task completion.
- Act as the primary point of contact for assigned client accounts, managing relationships, addressing concerns, and ensuring client satisfaction.
- Monitor team performance metrics, conduct regular performance reviews, and implement coaching and development plans.
- Identify opportunities for process improvement and implement best practices to enhance operational efficiency and quality.
- Facilitate training and development initiatives for team members to foster skill enhancement and career growth.
- Collaborate cross-functionally with other departments to resolve complex operational issues and ensure smooth service delivery.
- Prepare and present regular performance reports and insights to management and clients.
Kualifikasi
- Bachelor's degree in Business Administration, Management, or a related field.
- Minimum of 3-5 years of progressive experience in operations management, preferably within the BPO or call center industry.
- Proven track record of successfully leading and developing a team of 10+ members.
- Exceptional communication, interpersonal, and client relationship management skills.
- Strong analytical and problem-solving abilities with a keen eye for detail.
- Proficiency in using performance monitoring tools and CRM software.
- Ability to work effectively in a fast-paced, dynamic environment and manage multiple priorities.
- Flexibility to work on both nightshift and dayshift schedules as required.