BPO Senior Operations Manager

Job Description

Intelassist Inc. Is looking for an Senior Operations Manager who has passion in providing strong leadership for the operation in supporting the company.

• 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 Review for the client

Improves quality of results by recommending changes

• Assists in hiring and on-boarding 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

• Additional attributes required

High level of integrity and honesty

• Optimism, calmness, and flexibility

Productivity and quality driven

• Can demonstrate the ability to learn new processes

Independent, quick learner, and has initiative

• Confident in working with less supervision

Attention to detail is a must.

• Ability to create friendly but firm rapport with employees

No attendance issues

• Amenable to working on a night shift schedule and shifting schedules

Amenable to working weekends and holidays, if necessary

• 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 head counts.

• Ability to handle multiple LOB.

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 skill

• Strong organizational skills

• WHY INTELASSIST*

We grow together. We value your effort. We aim to empower you.

Job Type: Full-time

Pay: Php100,

• 00 - Php150,000.00 per month