Deskripsi Pekerjaan
Are you a data-driven leader with a passion for driving excellence in offshore operations? Satellite Office is looking for a results-oriented Performance Manager to join our dynamic team in Santa Ana, Metro Manila. We partner with some of the world’s leading brands to build high-performing, culture-driven offshore teams in the Philippines.
In this role, you will be the bridge between client expectations and operational excellence. You will oversee team KPIs, analyze operational trends, and coach team leaders to ensure our partners receive top-tier service quality. If you thrive in a fast-paced BPO environment and have a proven track record of optimizing performance metrics, we want to hear from you.
At Satellite Office, we believe our people are our greatest asset. You will be supported by a collaborative leadership team, continuous professional development, and a culture that values innovation and high performance.
Tanggung Jawab
- Lead and motivate a team of supervisors and agents to achieve and exceed key performance indicators (KPIs).
- Conduct regular performance reviews and provide actionable feedback to improve individual and team productivity.
- Analyze operational data and call center metrics to identify performance gaps and implement corrective strategies.
- Collaborate with clients to align offshore team deliverables with their global business goals and quality standards.
- Develop and execute coaching plans for underperforming team members to ensure professional growth.
- Manage workforce scheduling, attendance, and adherence to company policies.
- Prepare and present performance reports to stakeholders and senior management on a regular basis.
Kualifikasi
- Minimum of 3-5 years of experience as a Performance Manager, Operations Manager, or Team Manager within a BPO/Call Center environment.
- Strong background in data analysis, reporting, and utilizing CRM/Call Center software tools.
- Proven ability to manage and scale high-performing offshore teams.
- Exceptional verbal and written communication skills in English.
- Strong problem-solving skills with a proactive approach to operational hurdles.
- Demonstrated leadership experience with a focus on coaching and talent development.
- Bachelor's degree in Business, Management, or a related field is preferred.