Job Description
About the role
Firstsource Solutions Limited is seeking an experienced Operations Manager to join our dynamic team in Cebu, Central Visayas. As Operations Manager, you will play a crucial role in overseeing and optimising the day-to-day operations of our busy call centre. This full-time position offers the opportunity to make a significant impact within our growing organisation.
What you'll be doing
Develop and implement strategies to improve operational efficiency and meet key performance indicators Analyse call centre data and metrics to identify areas for improvement and drive ongoing optimisation Liaise with cross-functional teams to resolve customer issues and enhance the overall customer experience Provide coaching and mentoring to customer service representatives to develop their skills and capabilities Ensure compliance with all relevant policies, procedures and regulatory requirements Continuously seek opportunities to enhance the customer service offering and drive innovation
What we're looking for Minimum 5 years experience in a call centre operations management role Strong leadership and people management skills with the ability to inspire and motivate a team Excellent problem-solving and decision-making abilities Proficient in data analysis and interpreting Key Performance Indicators (KPIs) Hands-on experience in implementing process improvements and driving operational excellence Knowledge of call centre best practices and industry regulations Effective communication and stakeholder management skills
What we offer Competitive salary and performance-based bonuses Opportunities for career development and progression Comprehensive health and wellness benefits Work-life balance initiatives, including flexible work arrangements Supportive and collaborative team environment
