Operations Manager - Cebu

Responsibilities

• Formulate and implement a strategy to meet targets and quality objectives of the company;
• Coordinate with resource management for requirements, including, and staffing;
• Work collaboratively with Business Leaders cross culturally to fully understand growth opportunities with our strategic initiatives and effectively executes these initiatives to meet the company objectives
• Understand the clients future direction and plans and championing this direction within the organization
• Deliver positive customer service experience by listening to each client's needs, setting their expectations and presenting solutions to address issues/challenges
• Responsible in addressing customers' needs and concerns as quickly and effectively as possible to develop and maintain strong relationships.
• Develop and maintain an environment that promotes professional and positive communication within the operations and fosters teamwork within the company
• Monitor operational statistics and trends, including reports, production statistics and volume projections, and takes appropriate action to ensure customer needs are satisfied and growth targets are met
• Oversee administration of performance appraisals and meets with direct reports on a monthly basis to discuss performance, and provide coaching and development opportunities
• Oversee handling of all disciplinary situations appropriately
• Forecast industry and business trends
• Find new methods, techniques and procedures to improve and streamline the existing processes that will help the company in continuously exceeding the customer requirements
• Participate and/or leads in process improvement and/or project management
• Manage client relationships and identify opportunities for additional client support
• Communicate with Internal and External clients
• Enhance personal knowledge of BPO technology and make improvement recommendations
• Manage, improve, and ensure exceptional OPS performance
• Identify, design, and implement creative business solutions for the company and clients
• Implement and oversee the quality of deliverables and manage team relationships effectively
• Conduct regular meeting to improve productivity, product knowledge and customer satisfaction
• Work with senior stakeholders
• Identify and address challenges and opportunities for the company
• Ensure KPIs are in place and production targets are met

Requirements

• Able to travel and live abroad for 2-3 months at a time
• College degree preferred but not required
• At least 3-5 year(s) of working experience as an Operations Manager in a BPO set-up is required for this position
• Ability to use logic and reason to identify the strengths and weaknesses of alternative solution
• Must have exceptional qualities, such as but not limited to, analytical and problem-solving skills, project management, organizational skills, adaptability to pace and change, client-focused, and interpersonal manifested in collaboration
• Must possess strong organizational, interpersonal and time management skills
• Must have excellent and effective written and oral communication skills
• Extremely knowledgeable in process and client management
• Willing and able to work on a shifting schedule and during holiday
• Must be amenable to work in Cebu Site Skyrise Alpha