Senior Operations Manager

Company Description

We commit to achieving a Customer-Centric mindset that provides outstanding customer service with the highest degree of integrity while maintaining a major competitive edge.

Role Description

This is a full-time on-site role for a Senior Operations Manager at One Call Solutions CCS in Davao. The Senior Operations Manager will oversee team performance, guide and coach team members, and meet operational targets.

Our growing company is searching for experienced candidates for the position of senior team lead. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates who do not necessarily have all of the qualifications but have sufficient experience and talent.

Duties and Responsibilities

• Manages day-to-day operations and handles multiple projects and clients.
• Works in tandem with multiple projects and clients to identify and address performance and developmental opportunities
• Ensures accurate and timely communication of client and account issues to the Management
• Coordinates with Business Partners, Team Leaders, Managers, IT, Admin, HR and Talent Acquisition
• Keeps track of employee attendance and makes sure work procedures are complied with
• Motivates and supports team members through feedback and communication
• Performs consistent and effective coaching sessions to address performance gaps
• Prepares reports and presentations according to management or client request
• Prepares and presents Weekly Business Reviews for the client
• Improves quality of results by recommending changes
• Assists in hiring and onboarding new employees
• Communicates company policies
• Performs other duties as assigned
• Seeks feedback from the client to identify improvement opportunities
• Tracks performance against client’s requirements ensuring that client’s metrics are met
• Creates systems and processes that make it easy for clients to do business with the company
• Manages execution

Preferred Work Experience/Skills

• Candidate must possess at least a Bachelor's/College Degree in any field.
• Intermediate to advanced expertise in Microsoft Excel is required.
• Strong customer service domain experience and excellent people management skills
• Related experience working as a BPO manager for a minimum of 5 years
• Managed at least 300 headcounts.
• Ability to handle multiple LOBs.
• Experience in Power BI is a plus.
• Willing to work 100% onsite.
• Experience in team management and performance management
• Strong decision-making and problem-solving skills
• Must have excellent verbal and written English communication skills
• Strong organizational skills