BestJobs - Jobs - Senior Operations Manager

    Description



  • Job Requirements:

    At least 5 years of related working experience, preferably someone who has experience in being a Senior Manager specializing in BPO Operations and Management or equivalent.

    Excellent verbal and written communication and customer service skills who can articulate him/herself well enough with others, like teammates and clients.

    Must know how to multitask and work in a fast-paced high-stress environment and who can lead and is great in analyzing situations and data.

    Must have have the ability to build productive business relationships with clients. Someone who has strong organizational, analytical and managerial skills.

    Must have a strong computer skills, especially in using MS Office applications and Google applications.

    Must have a good track record of meeting and delivering targets

    Possesses a professional, courteous, and resilient attitude.

    Job Responsibilities

    Will oversee and direct the activities of a number of campaigns along with all Operations Managers, Team Leaders and Staff assigned to his campaigns.

    Responsible for a wide spectrum of responsibilities and must be able to multitask with ease and proficiency

    Organizes and directs the day-to-day activities related to the operation of the Call Center.

    Responsible for managing, training and guiding call center managers in performing their duties.

    Conducts effective resource planning to maximize the productivity of resources

    Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses defining user requirements productivity, quality, and customer service standards contributing information and analysis to organizational strategic plans and reviews.

    Maintains and improves call center operations by monitoring system performance identifying and resolving problems preparing and completing action plans completing system audits and analyses managing system and process improvement and quality assurance programs.

    Provide leadership to managers, ensuring operational and coaching practices are implemented and updated as needed to drive performance results and employee development.

    Drives continuous improvement through trend reporting analysis and metrics management.

    Understands and embraces the business and call center operations strategic direction.

    Offers new ideas and suggestions for improvement.

    Performs other duties as assigned.

  • Requirements

  • Minimum education level: Bachelor´s Degree
  • Years of experience: 5
  • Language(s): English
  • Availability for travel: No
  • Availability for change of residence: No

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Job summary

  • Senior Operations Manager

  • Cebu, Central Visayas

  • Company

    FWD BPO, Inc.
  • Work type

    Permanent contract

  • Type of contract

    Full Time

  • Apply