Senior Operations Manager (EGGS)

Schedule: TBD

Job Summary:

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.

This offer from "RippedBoxStation" has been enriched by Jobgether.com and got a 72% flex score.