Operations Manager | Pasay

Responsibilities:

• Capacity planning and staffing plans for the process based on medium term business forecast.
• Negotiating and finalizing SLAs with the Client.
• Establishing a review/ reporting mechanism with the Client.
• Developing and approving incentive plans.
• Be a Champion for process & performance improvement projects.
• Develop case studies, show case the business and participate in business acquisition.
• Review progress of attrition action plans and check effectiveness.

Qualifications:

• Graduation (in any stream) or diploma
• Minimum 10 years of work experience in Business Process Off-shoring.
• Candidates should have at least six year of supervisory experience in international Voice and/or back office business.
• At least 3-5 years BPO Operations Management experience in a Customer Service (BFSI Preferred)
• Voice and/or Back office Operations