Ops Manager - Retail

Nature Of the Account: Retail

Start Date: 15-Aug

Type of Support: Voice

Work Arrangement: 100% Onsite (Cebu)

Shift Schedule | Restdays: 24x7

Educational Requirement: Bachelor's Degree

Work Experience:

• Minimum 4yrs experience as a Ops Manager/Sr. Group Leader in any domain experiences (preferably in retail domain)
• Is expected to manage 3 Assistant Managers and can conduct business reviews

Responsibilities:

• Team Leadership and Development: Leading and mentoring call center supervisors, coaching teams on best practices, fostering a culture of accountability and continuous improvement, and managing hiring, coaching, and performance of staff.
• Performance Management and Monitoring: Monitoring and managing key performance indicators (KPIs), performance metrics, and productivity standards, analyzing team and individual performance to identify trends and improvement areas, and implementing strategies to drive revenue and profitability.
• Operational Excellence and Strategy: Developing and implementing strategies to improve productivity, customer satisfaction, and employee engagement, developing operational strategies by evaluating team results and objectives, and maintaining and improving call center operations.
• Customer Service and Quality Assurance: Implementing customer satisfaction strategies, addressing operational bottlenecks, ensuring compliance with industry regulations and quality control measures, and gathering customer feedback.