A qualified applicant must possess excellent management in people and operations. OBP wants you. APPLY now!
Job Summary
HMO on Day 1
Receive promising perks and rewards
Experience travel opportunities
Get recognized for what you do
Achieve work-life balance
Improve exponentially with enhanced learning
Responsibilities
Formulate and implement a strategy to meet targets and quality objectives of the company;
Coordinate with resource management for requirements, including telecom, facilities, and staffing;
Work collaboratively with Business Leaders to fully understand growth opportunities with our strategic initiatives and effectively executes these initiatives to meet the company objectives
Understand the client’s future direction and plans and championing this direction within the organization
Deliver positive customer service experience by listening to each client's needs, setting their expectations and presenting solutions to address issues/challenges
Responsible in addressing customers' needs and concerns as quickly and effectively as possible to develop and maintain strong relationships.
Develop and implement systems process for customer interaction
Design and implement planning activities that ensure a successful operation
Develop and maintain an environment that promotes professional and positive communication within the operations and fosters teamwork within the company
Monitor operational statistics and trends, including reports, production statistics and volume projections, and takes appropriate action to ensure customer needs are satisfied and growth targets are met
Oversee administration of performance appraisals and meets with direct reports on a monthly basis to discuss performance, and provide coaching and development opportunities
Oversee handling of all disciplinary situations appropriately
Forecast industry and business trends
Find new methods, techniques and procedures to improve and streamline the existing processes that will help the company in continuously exceeding the customer requirements
Participate and/or leads in process improvement and/or project management
Manage client relationships and identify opportunities for additional client support
Communicate with Internal and External clients
Enhance personal knowledge of BPO technology and make improvement recommendations
Manage, improve, and ensure exceptional OPS performance
Identify, design, and implement creative business solutions for the company
Implement and oversee the quality of deliverables and manage team relationships effectively
Conduct regular meeting to improve productivity, product knowledge and customer satisfaction
Work with senior stakeholders
Identify and address challenges and opportunities for the company
Ensure KPIs are in place and production targets are met
Requirements
Candidate must possess at least a Bachelors/College Degree, Engineering (others) or equivalent
At least 5 year(s) of working experience as an Operations Manager in a BPO set-up is required for this position
Ability to use logic and reason to identify the strengths and weaknesses of alternative solution
Must have exceptional qualities, such as but not limited to, analytical and problem-solving skills, project management, organizational skills, adaptability to pace and change, client-focused, and interpersonal manifested in collaboration
Must possess strong organizational, interpersonal and time management skills
Must have excellent & effective written and oral communication skills
Extremely knowledgeable in process and client management
Willing and able to work on a shifting schedule and during holiday
