Operations Manager
Loop Contact Solutions Inc. Makati Full-time
About the role
Loop Contact Solutions, Inc. is seeking an experienced and driven Operations Manager to join our dynamic team in Makati City Metro Manila. As the Operations Manager, you will play a pivotal role in overseeing the day-to-day operations of our contact centre, ensuring seamless service delivery and exceptional customer experiences.This is a full-time position that offers competitive benefits and opportunities for career advancement.
What you'll be doing- Developing and implementing strategies to optimise operational efficiency, productivity, and service quality
- Supervising and leading a team of contact centre agents, providing coaching, training, and performance management
- Analysing key performance indicators (KPIs) and metrics to identify areas for improvement and drive continuous enhancement
- Collaborating with cross-functional teams to resolve customer inquiries and escalations in a timely and effective manner
- Implementing and maintaining quality assurance processes to ensure compliance with industry standards and company policies
- Fostering a positive and engaging work environment that motivates and empowers the team
- Identifying and implementing process improvements and technological solutions to enhance operational efficiency
- Reporting on operational performance and providing strategic recommendations to senior management
- Minimum 3 years of experience in a similar operations management role within the call centre or contact centre industry
- Proven track record of leading and managing high-performing teams, with strong people management and mentorship skills
- Excellent analytical and problem-solving abilities, with the capacity to interpret data and make data-driven decisions
- Exceptional communication and interpersonal skills, with the ability to engage effectively with diverse stakeholders
- Strong project management and organisational skills, with the ability to multitask and prioritise effectively
- Proficiency in customer service principles, process improvement methodologies, and contact centre technologies
- University degree in Business, Operations Management, or a related field
About us
Loop Contact Solutions, Inc. is a leading provider of contact centre services, delivering exceptional customer experiences to a diverse range of clients across industries. We have established a reputation for innovation, operational excellence, and a strong commitment to our employees and the communities we serve.Join our team and be a part of our ongoing success story.
Apply now
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Job Title:
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Job Description
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