Operations Manager for a BPO Healthcare Account(Davao Onsite)

Operations Manager for a BPO Healthcare Account(Davao Onsite)

Reporting directly to the Head of Operations, the Operations Manager is pivotal in ensuring the efficient and customer-centric operation of our contact center. Responsible for overseeing workforce management, the role entails maintaining productivity, sustainability, and compliance. With a focus on managing accounts, addressing personnel concerns, and ensuring strict adherence to performance metrics, the ideal candidate brings a minimum of 5 years of operations management experience, preferably in a BPO setting. Proficiency in computer skills, strong oral and written English proficiency, and the ability to handle personnel disciplinary matters are essential. Additionally, the candidate should demonstrate exceptional planning, project management, client servicing skills, and strong leadership abilities, including coaching and motivating Team Leads. Flexibility to work night shifts and a commitment to fostering a positive work environment are vital for success in this role. Manage all accounting operations including Billing, A/R, A/P, GL , Cost Accounting, Inventory 

Key Responsibilities:

• Lead the daily operations of the contact center, ensuring strict adherence to service level agreements (SLAs) and achievement of performance metrics.
• Develop and implement strategies to optimize operational efficiency, including workforce planning, staffing, and scheduling.
• Monitor and analyze key performance indicators (KPIs) to identify trends, areas for improvement, and opportunities for cost reduction.
• Collaborate with cross-functional teams to implement process improvements and drive operational excellence.
• Provide leadership and guidance to a team of contact center agents, supervisors, and support staff, including coaching, mentoring, and motivating Team Leads to achieve their goals.
• Conduct regular performance evaluations, provide constructive feedback, and develop action plans to support the professional growth of team members.
• Foster a positive and inclusive work environment that promotes employee engagement and team collaboration.
• Develop and maintain strong relationships with clients, ensuring their needs are met and exceeded consistently.
• Prepare and deliver regular reports on operational performance, highlighting achievements, challenges, and areas for improvement.
• Stay abreast of industry trends, best practices, and emerging technologies to drive continuous improvement initiatives.

Qualifications and Requirements:

Education, Professional Experience, Certifications

• Bachelor's degree or higher qualification.
• Proficiency in English and Filipino languages.
• Minimum of 5 years of relevant work experience in operations management, preferably in a BPO environment and, has handled a healthcare account.
• Strong leadership skills with experience in leading and motivating teams, including team leads.
• Excellent communication and interpersonal skills.
• Proficiency in computer skills and data analysis.
• Ability to work on shifting schedules, primarily night shifts.
• Willingness to be based in Davao City

Have you worked in a call centre before?

Do you have customer service experience?

How many years' experience do you have in the BPO industry?

Which of the following languages are you fluent in?

How many years of people management experience do you have?

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