Position: Operations Manager – Customer Service (BPO)

Number of hours: 40 Hrs/week

Schedule: TBD

• 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.

• 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.