Operations Manager

The Operations Manager will help build and lead a new customer service team. You will work within the US Customer Support team to recruit, train, and lead the founding cohort of a net new offshore customer service group serving US customers from the Philippines.

Duties and Responsibilities

• Recruits, selects, hires, and trains new support personnel and prepares them to respond to customer questions and complaints
• Prepares performance reports by collecting and analyzing available data
• Evaluates individual performance reviews and overall team effectiveness with upper management
• Helps agents with challenging/escalated customer service issues
• Monitors team performance and provide tools if necessary
• Determines operational strategies by evaluating team results and objectives
• Maintains and improves operations by monitoring system performance, identifying gaps, and resolving problems
• Presents periodic action plans and objectives
• Directly manages agents and provides coaching

Qualifications

• Bachelor's degree in Business, Management, Operations, or related field
• Minimum 5 years of proven management experience in a BPO contact center environment
• Specific experience with the financial services/FinTech industry (US-specific experience a plus)
• Demonstrated passion for the customer experience and the ability to solve problems with a short turnaround time for customers with a high level of empathy
• Proven leadership skills with project management, planning, presenting, and communication skills
• Excellent verbal and written communication skills with the ability to explain complex topics in easily understood, concise language
• Familiarity with banking regulations and payment processes; compliance is a plus
• Should be willing to report onsite
• Amenable to work graveyard schedule and during Philippine Holidays

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