BPO Operations Senior Manager | Telco experience - Cebu City
Accenture Cebu City Full-time
About the Role: As a BPO Operations Senior Manager | Telco experience, you will perform the following (but not limited to) duties and responsibilities:
- Demonstrate strong communication, project management, and stakeholder management skills.
- Manage the entire Global Intercompany process.
- Support high-quality work through fostering a positive environment.
- Monitor the efficiency of the Intercompany team with a focus on continuous improvement.
- Ensure the site meets performance objectives.
- Manage Intercompany financials, including expenses, labor, and facility costs.
- Maintain agreed service levels for the Intercompany process.
- Produce site scorecard metrics as needed by both Client and Accenture leadership.
- Act as the front-line contact for Client operations for questions or issues surrounding service levels specific to the Intercompany process.
- Identify additional non-client specific training for staff to enhance skill sets among all levels.
- Stay current on risk management/insurance trends, client initiatives, and other necessary topics.
- Assist in the creation of Performance Improvement Plans (PIPs) for staff not meeting expected production or quality targets.
About You: The ideal candidate will have the following skills and experience:
- Bachelor's degree required.
- Minimum of 10 years' experience with increasing responsibility in a leadership role, particularly in business process outsourcing (BPO).
- Proven experience in Voice, Email, and Chat BPO operations, with a focus on TELCO and sales experience.
- At least 5 years of experience in quantitative and conceptual problem-solving, preferably in service delivery operations.
- Strong oral and written communication skills, with the ability to articulate clear ideas and strategies effectively.
- Must be willing to report in Cebu City
Please ensure that all required information is provided within 24 hours to facilitate the processing of your application.
Please indicate Job Boards & JobStreet in “How Did You Hear About Us?” section in your Workday application so that we can easily track your application.
What’s in it for you? Start your Accenture journey to enjoy these benefits:
- HMO coverage (medical, dental, mental health) from day 1 of employment
- Free medicines for you and your dependents*
- Expanded maternity leave up to 120 days*
- Expanded paternity leave up to 30 days*
- Employee Stock Purchase Plan
- Paid Sick and Vacation Leaves
- Allowances, company bonuses, and performance incentives
- Loyalty and Christmas Gift
- Inclusion and Diversity Benefits
- Flexible working arrangements
- Company-sponsored trainings like upskilling and certification
- Volunteering opportunities
- Terms and conditions apply
The HIRDCebu City
About the Role:
We are looking for a QA Analyst (B1 level) to join our growing team in Cebu. If you have a passion for quality, performance excellence, and have prior experience in the BPO industry, we want to hear from you...
**********Cebu City
in college
• At least 3 months of BPO experience
• If high school graduate (old curriculum), candidate must have at least 2 years BPO voice experience
• Recognize, apply and explain your product or service knowledge
• Computer experience
What You Can Expect...
Trinity Workforce Solutions IncCebu City
Job Description
We are seeking a highly motivated Customer Service Representative to join our team. AT LEAST 6 MONTHS BPO EXPERIENCE! The successful candidate will be responsible for providing exceptional customer service to our clients...