Job Description

Position: Operations Manager Customer Service (BPO)
Number of hours: 40 Hrs/week
Schedule: TBD

We are seeking an experienced Operations Manager to lead and oversee our customer service operations in a fast-paced BPO environment. The ideal candidate will be responsible for managing daily operations, ensuring service quality, optimizing efficiency, and driving team performance to meet business and client objectives.

Key Responsibilities:

• Oversee the daily operations of customer service teams, ensuring efficiency and high-quality service delivery.

• Develop and implement strategies to improve overall operational performance and achieve KPIs such as CSAT, SLA, AHT, and FCR.

• Monitor and analyze key performance metrics, identifying areas for improvement.

• Lead, mentor, and support team leaders and supervisors to drive engagement and performance excellence.

• Ensure compliance with company policies, client requirements, and industry regulations.

• Drive continuous improvement initiatives to enhance processes, reduce costs, and increase productivity.

• Collaborate with clients to understand their needs, address concerns, and ensure service expectations are met.

• Work closely with quality assurance and training teams to enhance agent performance and customer satisfaction.

• Manage workforce planning, staffing, and scheduling to align with business needs.

• Prepare and present reports on operational performance, trends, and recommendations to senior management.

• Foster a positive work culture that promotes teamwork, accountability, and professional development.

Qualifications:

• Minimum 5 years of experience in an operations management role within a customer service BPO setting.

• Must have experience handling a large team working remotely.

• Experience in solar energy is preferred.

• Residency in Bulacan, Philippines is a plus.

• Strong knowledge of customer service best practices, call center operations, and performance metrics.

• Proven leadership and team management skills with a results-driven approach.

• Excellent communication, problem-solving, and decision-making abilities.

• Experience in client management and stakeholder engagement.

• Proficiency in CRM systems, workforce management tools, and reporting platforms.

• Ability to work in a dynamic, fast-paced environment with shifting priorities.

• Bachelor's degree in Business, Management, or a related field is preferred.

Preferred Skills:

• Experience managing international customer support teams.

• Familiarity with omnichannel support (phone, chat, email, social media).

• Knowledge of process improvement methodologies such as Six Sigma or Lean.

• Ability to drive innovation and leverage technology to enhance operations.