Operations Manager Customer Service (BPO)

This a Full Remote job, the offer is available from: Philippines

Position: Operations Manager Customer Service (BPO)
Number of hours: 40 Hrs/week
Schedule: TBD

Job Summary:

We are seeking an experienced Operations Manager to lead and oversee our customer service operations in a fast-paced BPO environment. The ideal candidate will be responsible for managing daily operations, ensuring service quality, optimizing efficiency, and driving team performance to meet business and client objectives.

Key Responsibilities:

  • Oversee the daily operations of customer service teams, ensuring efficiency and high-quality service delivery.
  • Develop and implement strategies to improve overall operational performance and achieve KPIs such as CSAT, SLA, AHT, and FCR.
  • Monitor and analyze key performance metrics, identifying areas for improvement.
  • Lead, mentor, and support team leaders and supervisors to drive engagement and performance excellence.
  • Ensure compliance with company policies, client requirements, and industry regulations.
  • Drive continuous improvement initiatives to enhance processes, reduce costs, and increase productivity.
  • Collaborate with clients to understand their needs, address concerns, and ensure service expectations are met.
  • Work closely with quality assurance and training teams to enhance agent performance and customer satisfaction.
  • Manage workforce planning, staffing, and scheduling to align with business needs.
  • Prepare and present reports on operational performance, trends, and recommendations to senior management.
  • Foster a positive work culture that promotes teamwork, accountability, and professional development.

Qualifications:

  • Minimum 5 years of experience in an operations management role within a customer service BPO setting.
  • Must have experience handling a large team working remotely.
  • Experience in solar energy is preferred.
  • Residency in Bulacan, Philippines is a plus.
  • Strong knowledge of customer service best practices, call center operations, and performance metrics.
  • Proven leadership and team management skills with a results-driven approach.
  • Excellent communication, problem-solving, and decision-making abilities.
  • Experience in client management and stakeholder engagement.
  • Proficiency in CRM systems, workforce management tools, and reporting platforms.
  • Ability to work in a dynamic, fast-paced environment with shifting priorities.
  • Bachelor's degree in Business, Management, or a related field is preferred.

Preferred Skills:

  • Experience managing international customer support teams.
  • Familiarity with omnichannel support (phone, chat, email, social media).
  • Knowledge of process improvement methodologies such as Six Sigma or Lean.
  • Ability to drive innovation and leverage technology to enhance operations.
This offer from "RippedBoxStation" has been enriched by Jobgether.com and got a 72% flex score.
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