Operations Manager

Operations Manager

Type of employment: Direct and Full Time

Location: Pasig | Onsite

Schedule: Shifting Schedule

Qualifications:

• Graduate of Any 4-year course
• Work experience in the same or related role for at least 3 years
• Preferred exposure in the multinational BPO / Call Center industry
• Six Sigma Certification is an advantage
• Technical Software Account
• Should have handled multiple support channels - Voice, Email, and Chat
• Must have experience in backlogs management
• Tech Support background as an operations Manager is a plus
• International Airline Account
• Should be highly analytical with forecasting and scheduling skills.
• Experience in handling a Travel account as an operations Manager is a plus.
• Shared (Multiple Accounts)
• Have experience in launching an account
• Highly analytical and should have excellent RCA skills
• Strong decision-making skills
• Background in handling solar power and home appliance accounts are a plus

Responsibilities:

• Develop and improve coaching skills of all leaders
• Manage escalated transactions from clients/customers/team members
• Review, plan and update leave requests from all levels
• Update team members on process and policies changes rolled out by client
• Participate/Organize weekly meetings on project updates
• Complete the needs of reporting such as Operations Health Check, EWS Process & its Analysis
• etc.
• Able to compute profit and loss of the project
• Address and manage attrition consistently and continuously discuss the progress and ways to
• improve with Operations
• Always seek ways to have discussion on Probationary Scorecard, Operational Policies, setting of
• expectations etc. for further improvements
• Prepare, develop and present projects performances to client