Onsite Manager (BPO - Telco Account)
DemoPower Philippines Inc
Date: 2 weeks ago
City: Pasig City
Contract type: Full time
- Lead and manage daily operations of the contact center, ensuring service levels, quality standards, and KPIs are consistently met or exceeded.
- Review and analyze operational data and trends to drive informed decision-making and strategic planning.
- Coach, mentor, and develop team members to maximize performance, engagement, and professional growth.
- Conduct workforce planning and capacity management to meet staffing requirements.
- Maintain proactive supplier engagement, track supplier issues, and ensure timely and effective resolution.
- Prepare and present operational reports to senior leadership with actionable insights and recommendations.
- Uphold compliance with internal SOPs, data security protocols, and documentation standards.
- Candidate must possess a Bachelor's/College Degree.
- Minimum of 5 years experience as an Operations Manager in a BPO/contact center environment, preferably across multiple sites or geographies.
- Proven track record in managing diverse lines of business, demonstrated success in achieving SLAs and building high-performance teams.
- Strong background in performance management and service delivery improvement.
- Willing to work in Ortigas, Pasig
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