Operations Manager (Business Partner)

We're Hiring: Account Manager!

We are seeking a dynamic and results-driven Account Manager to build and maintain strong client relationships while driving business growth. The ideal candidate will have extensive experience in account management, exceptional communication skills, and a proven track record of exceeding client expectations and revenue targets.

Location:Taguig, Philippines

Work Mode: Hybrid

Role:Account Manager

Responsibilities

• Strategic Leadership & Team Management: Lead, mentor, and develop a high-performing team of direct reports, providing ongoing training and performance management. Develop and implement best practices across assigned accounts, specifically within inbound and outbound voice operations, including strategies for optimizing agent performance, call handling, and adherence to service level agreements (SLAs).
• Operational Excellence:Oversee daily operations, including work planning and assignment, performance monitoring, and reporting (client scorecards, metrics management) for both inbound and outbound voice channels.
• Client Relationship Management: Build and maintain strong, collaborative relationships with key clients; consistently exceeding expectations and driving client satisfaction by delivering exceptional performance in both inbound and outbound voice operations
• Program/Project Management: Own the full lifecycle of small to large, company-wide, high-impact programs/projects, from conceptualization and planning through execution, implementation, and go-live, focusing on improvements and optimization within the inbound and outbound voice channels.
• Cross-Functional Collaboration: Partner effectively with cross-functional teams (IT, Sales, Marketing, Finance, Legal) and stakeholders to ensure alignment and successful project delivery, specifically within the context of inbound and outbound voice operations.
• Data-Driven Decision Making:Leverage advanced data analytics skills to identify trends, opportunities, and areas for improvement within business processes, specifically focusing on contact center metrics, agent performance, and customer interactions.
• Business Process Improvement: Understand operational issues and opportunities, and drive technical solutions to optimize business processes and enhance efficiency within inbound and outbound voice operations.
  
  

Qualifications

• Minimum 3+ years of experience in CRM and/or consulting implementations within a BPO environment, with a proven track record of success in large-scale transformational projects specifically within inbound and outbound voice contact centers, including experience with predictive dialing and other advanced contact center technologies.
• Advanced proficiency in data analysis and interpretation, with experience using various analytical tools and techniques. Experience with data visualization and reporting is a plus, with a focus on contact center metrics and campaign performance analysis.
• Demonstrated expertise in both inbound and outbound voice BPO operations, including a deep understanding of key performance indicators (KPIs) and service level agreements (SLAs) specific to each channel.
• Experience with predictive dialing, automated call distribution (ACD), interactive voice response (IVR), and workforce management (WFM) systems is essential.
• Sales Operations Knowledge: Experience working on sales-related projects (e.g., e-commerce, quoting and ordering systems, pipeline management) is a plus.
• Leadership & Management: Proven ability to lead, mentor, and develop high-performing teams in a contact center environment. Exceptional client relationship management skills.
• Project Management: Deep understanding and practical application of project management methodologies (Agile, Waterfall) and tools.
• Technical Proficiency: Proficiency in Microsoft Excel and other relevant data analysis software. Experience with contact center technology and reporting tools (e.g., Avaya, Genesys, NICE inContact) is essential.
• Cross-Functional Collaboration: Proven ability to work effectively with cross-functional teams and stakeholders.
  
  

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