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GrowthFn

Operations Manager (BPO)

Early Applicant
  • a month ago
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Job Description

GROWTHFN is a premier recruitment agency based in Kuala Lumpur, Malaysia, specializing in connecting top talent with companies across Southeast Asia. We act as a bridge between skilled professionals and prominent businesses, focusing on the APAC region. We operate with a team that includes remote workers globally, with branch offices in Thailand and the Philippines.

Location: MOA (Pasay), Philippines

Pay range: PHP 75,000 to 85,000 Package

Reporting To: Senior Manager/AVP
  • Key Requirements:
Experience: Minimum 10 years in the BPO industry, with at least 6 years in a supervisory role.
  • Specialization: Prior experience in managing Travel Accounts is essential.
  • Key Responsibilities
Capacity & Staffing: Develop and execute capacity planning and staffing strategies based on medium-term business forecasts.
  • Client Relations: Negotiate and finalize Service Level Agreements (SLAs) with clients; establish a robust review and reporting framework.
Incentive Programs: Design and approve incentive plans to motivate and reward the team.
  • Process Improvement: Lead initiatives aimed at improving processes and performance; develop case studies and participate in business development activities.
Attrition Management: Monitor and assess attrition action plans, ensuring their effectiveness.
  • Team Leadership: Provide guidance and leadership to a team of lead assistant managers, team leaders, and agents.
Strategic Planning: Set and align team goals with organizational objectives; implement actionable strategies to meet targets and exceed client expectations.
  • Compliance: Ensure adherence to internal policies, external regulations, and information security standards.
  • Key Competencies & Skills:
Exceptional client-facing skills and ability to conduct comprehensive business reviews.
  • Strong leadership, people management, and communication abilities.
Excellent conflict resolution skills and a high level of integrity.
  • Business acumen with a focus on continuous improvement and benchmarking.
Proficiency in cross-functional collaboration to achieve business goals.
  • Core Values & Behaviors:
Strong customer service orientation.
  • Commitment to quality and excellence.
A people-oriented approach, fostering a positive and collaborative work environment.

Job Type: Full-time

Pay: Php75,
  • 00 - Php85,000.00 per month

    Benefits:
  • Health insurance


Experience:
  • Operations Manager: 6 years (Required)
BPO: 6 years (Required)
  • Travel Account Background: 6 years (Required)
Supervising: 6 years (Required)

More Info

Industry:Other

Function:BPO

Job Type:Permanent Job

Skills Required

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Date Posted: 24/10/2024

Job ID: 97747345

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