Job Description
Company Description
GrowthFn is a boutique Staffing Firm based in Kuala Lumpur, with over 10 years of experience in helping organizations worldwide find their Right-Fit employees. We specialize in IT, Manufacturing, Telecom, Entertainment, Retail, Infrastructure, and Renewable Power industries.
Role Description
This is a full-time on-site role for an Operations Manager located in Pasay. The Operations Manager will be responsible for overseeing day-to-day operations, managing resources, developing strategies for operational efficiency, and ensuring quality service delivery. They will also be involved in team management, process improvement, and client relations.
Qualifications
ROLE: *Operations Manager - BPO
Location: MOA (Pasay), Philippines.
Salary: PHP 75,000 - PHP 82,000
Joining Date: Immediately
Headcounts: 2
Permanent role
*Must Have: 5+ years as Operations Manager, at least 6 year of supervisory experience in international Voice and/or back office business. Strong financial background With project management experience**
*Responsibilities*
* Capacity planning and staffing plans for the process based on medium term business
* forecast.
* Negotiating and finalizing SLA's with the Client.
* Establishing a review/ reporting mechanism with the Client.
* Developing and approving incentive plans.
* Be a Champion for process & performance improvement projects.
* Develop case studies, show case the business and participate in business acquisition.
* Review progress of attrition action plans and check effectiveness.
* Provide leadership to team of lead assistant managers, team leaders and agents
* Setting goals that align with organizational objectives. Develop and implement actionable
* strategies to help team meet targets and client expectations
* Ensure compliance with internal policies and procedures, external regulations and
* information security standards.
*Qualifications*
* Graduation (in any stream) or diploma
* Minimum 10 years of work experience in Business Process Off-shoring.
* Candidates should have at least six year of supervisory experience in international Voice and/or
* back office business.
* 5 years BPO Operations Management experience in a Customer Service (BFSI Preferred) Voice and/or Back office Operations
