Job Description

Position: Senior Operations Manager
Number of hours: 40 Hrs/week
Schedule: TBD

We are seeking a dynamic and results-driven Senior Operations Manager to lead and optimize our customer service operations within our Business Process Outsourcing (BPO) environment. This role is responsible for driving operational excellence, ensuring client satisfaction, and managing a high-performing team. The ideal candidate will have a strong background in customer service operations, people management, and process improvement within the BPO industry. This is a client-facing role and will also directly report to the internal Head of Operations.

Key Responsibilities:

• Oversee day-to-day operations of the customer service team, ensuring service level agreements (SLAs) and key performance indicators (KPIs) are met or exceeded.

• Develop and implement strategic initiatives to improve operational efficiency, customer satisfaction, and overall performance.

• Manage and mentor a team of operations managers, supervisors, and customer service representatives to enhance performance and professional growth.

• Collaborate with clients to understand their business needs, provide insights, and ensure high-quality service delivery.

• Drive continuous process improvements, leveraging data analytics and industry best practices.

• Monitor and analyze operational data to identify trends, opportunities, and areas for optimization.

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

• Lead workforce planning, including hiring, training, and capacity management to align with business growth.

• Handle escalations and complex customer interactions to ensure resolution and client satisfaction.

• Foster a culture of accountability, engagement, and innovation within the team.

Qualifications:

• Bachelor's degree in business administration, Operations Management, or a related field (or equivalent experience).

• Minimum of 3-5 years of experience in a leadership role within a customer service BPO environment

• Experience in solar energy is preferred.

• Residency in Bulacan, Philippines is a plus.

• Proven track record of managing large teams, improving operational efficiencies, and driving performance metrics.

• Strong understanding of BPO industry standards, customer service best practices, and workforce management.

• Experience in handling a large number of remote employees.

• Exceptional analytical, problem-solving, and decision-making skills.

• Excellent communication, interpersonal, and client management skills.

• Ability to thrive in a fast-paced, high-pressure environment.

• Proficiency in CRM systems, reporting tools, and data-driven decision-making.

• Experience in implementing automation and AI-driven solutions for customer service is a plus.