OPERATIONS MANAGER

The Operations Manager plays a pivotal part in shaping the future of our business and guiding BOSS through significant industry disruptors and change. Responsible for driving the execution of our business to strategy and addressing day-to-day operating issues across all verticals.

Key Responsibilities:
• Support the Operations Director in overseeing operational processes and developing strategies for improved efficiency of BPO operations.
• Participate in the Leadership meetings to align company objectives and performance.
• Lead, support, and oversee efforts to meet all client Service Level expectations.
• Ensure that service and support teams’ capacity and capability match the scope and volume of work for each customer and the line of business.
• Provide operational management visibility for senior managers and leadership to make tactical decision-making faster and achieve business objectives.
• Provide recommendations and implement different client service delivery structures, taking into consideration costs, profitability, client experience, client processes, scalability, and business continuity preparedness.
• Work closely with the Operations Director, Supervisors, operational Leads, and client to regularly review outsourced team function operational processes and ensure they align with the processes and procedures of the rest of the business.
• Act as an escalation point of complaints and escalated issues, case managing them until resolution within the agreed time frame is available.
• Ensure that KPIs are established communicated, and aligned with the client’s key operational objectives and service level standards.
• Tracking, analyzing, and reporting performance data on key departmental initiatives.
• Oversee client support processes and organize them to enhance satisfaction levels.
• Develop a workforce plan to ensure optimal staffing levels in line with the projected requirements.
• Manage staff behaviors and reinforce compliance with policies and processes, coordinating with HR and taking corrective action whenever necessary. Aid the HR in the recruitment process by interviewing potential hires and outlining clear job expectations.
• Drive high-performance and positive culture through fair, transparent, but robust leadership. Build bridges with Agents and Team Leads garnering trust and loyalty, and inspiring them to a higher level of performance and career development.
• Spearhead regularly meets with clients and other stakeholders to report on performance and provide recommendations leaning towards new business opportunities, innovation, and process improvement.
• Assess training needs, performance gaps, and skill deficiencies, and implement targeted interventions to address them.
• Provide additional coaching or guidance to team members who require further clarification or support in adhering to policies.

Qualifications:
• Bachelor’s / College degree, Post Graduate Diploma/ Master’s, any field.
• Solid 6-8 years of working experience in operations management in the BPO industry.
• Startup business exposure is a plus, but not required.
• Experience managing and growing 100+ FTEs.
• Lean Six Sigma certified and Project Management trained MUST.
• Excellent written and verbal communication skills.
• Willing to work on-site (probationary period) – Headquarters: San Pablo City, Laguna.
• Can work on a shifting schedule.

Core competencies:
1. Data Fluency
2. Communication
3. Relationship-building
3. Organizational Skills
4. Time Management
5. Systems Thinking

If interested, please provide a link to your resume. Thank you!