Operations Manager | Call Center Operations - Manila

Accenture in the Philippines is currently looking for talented individuals for our Operations Manager | Call Center Operations.

About the Role: As a Operations Manager | Call Center Operations, you will perform the following (but not limited to) duties and responsibilities:

• Oversee the 24/7 HR Operations Voice Process, with a strong focus on recruitment and onboarding inquiries and transactions.
• Manage and maintain strict adherence to client SLAs and KPIs related to recruitment and onboarding service delivery.
• Ensure efficient handling of complex recruitment-related inquiries (e.g., application status, interview scheduling) and onboarding-related inquiries (e.g., document verification, system access).
• Implement and maintain robust quality assurance processes to guarantee accuracy and consistency in recruitment and onboarding processes.
• Serve as the primary point of contact for client escalations and critical HR service issues, particularly related to recruitment and onboarding.
• Cultivate and maintain strong client relationships, ensuring exceptional client satisfaction through proactive communication and personalized service.
• Identify and implement process improvements to enhance efficiency, accuracy, and the overall client experience, with a focus on recruitment and onboarding.
• Utilize data analytics to identify trends, measure performance, and drive informed decision-making, particularly in recruitment and onboarding metrics.

About You: The ideal candidate will have the following skills and experience:

• Open to both college graduates and undergraduates with relevant experience in Operations
• Must have at least 8-12 years of experience in BPO Operations
• At least 5 years of Managerial experience

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