Deskripsi Pekerjaan
We are seeking an experienced and results-driven Senior Operations Manager to lead our dynamic team in Pasig City. In this pivotal role, you will be responsible for overseeing the day-to-day operations of our customer service and contact center functions, ensuring seamless workflow and superior service delivery. You will drive process improvements, manage team performance, and implement strategies to enhance customer satisfaction and retention. Your leadership will directly impact our ability to meet KPI targets and deliver exceptional value to our clients. We offer a competitive compensation package and a collaborative environment for professional growth.
Tanggung Jawab
- Oversee daily operations and workflow efficiency of the contact center.
- Manage, mentor, and develop a high-performing team of operations staff.
- Monitor key performance indicators (KPIs) and analyze operational data to drive improvements.
- Develop and implement strategic operational plans to meet business objectives.
- Handle escalated customer complaints and complex operational issues professionally.
- Coordinate with other departments to ensure alignment and smooth service delivery.
- Ensure strict compliance with company policies, quality standards, and regulatory requirements.
Kualifikasi
- Bachelor’s degree in Business Administration, Management, or a related field.
- Minimum of 5 years of experience in operations management, specifically within a call center or customer service environment.
- Proven track record of leading teams and achieving operational targets.
- Strong leadership, organizational, and problem-solving skills.
- Proficiency in using CRM software, call center tools, and MS Office Suite.
- Excellent verbal and written communication skills in English.
- Ability to thrive in a fast-paced environment and manage multiple priorities.