Senior Operations Manager

We are looking to hire an experienced Senior Operations Manager to join our team.

• Where you will work

8th Floor Richmond Plaza, National Highway KM30 Mabini Street, Poblacion, City of San Pedro, Laguna 4023, Philippines

• Main Duties/ Responsibilities:

This job involves managing the expectations of various accounts and overseeing operations, training, quality, and workforce planning.

• You need to ensure that you meet or exceed the Service Level Agreement (SLA) and Key Performance Indicator (KPI) metrics.

Responsible for leading a team of front-line managers and ensuring that they deliver outcomes and projects on budget, schedule, and with appropriate quality.

• Other responsibilities include:

identifying process improvement opportunities and fostering a diverse team environment across differences.

• You will be the first point of contact for customer-escalated calls and will also serve as an escalation point of contact within the team.

You will work with other business units to optimize client relationships and participate in business development opportunities.

• You need to analyze customer feedback and identify solutions to improve performance and exceed expectations.

You will oversee the performance of Root Cause Analysis (RCA) for performance deviations and the implementation of improvement plans.

• Minimum Qualifications:

Bachelor's Degree

• Knowledge of all operational processes and policies

Good communication and interpersonal skills

• High energy and commitment levels

Proficient Google Suite

• Good analytical skills

Leadership Skills

• Preferred skills/Qualifications:

Customer Service Remote Services/Solar background

• Experience in stakeholder management.

With At least 5 years of Senior Manager experience in BPO setup

• Enjoy the following benefits:

Attractive salary and benefits, Work-life balance, fun and professional working environment

• An open and honest culture where people are valued, treated fairly trusted, and empowered.

13th-month pay bonus.

• Health insurance package from day 1 under Maxicare (Principal + 1 Dependent), Open Private Room

Accident insurance

• Paid Time Off

Free-flowing coffee and hot chocolate

• Company events and engagement programs

Cozy pantry area with fun and engaging entertainment area.

• Excellent office location in San Pedro City Laguna.

• About Us:

• SolutionCX is an American-owned company providing BPO services from its San Pedro City Laguna offices. While our main goal is to provide first-class service to all our clients, this is directly linked to our goal of providing a great work environment that our employees can be proud of. We want all our employees to proudly say I work at SolutionCX Corp and it's a great place to work!.

The owners and managers at SolutionCX care about their employees and listen to their feedback. All our company decisions consider how they will affect our employees and what we can do to make it beneficial for our employees. If you are considering moving from your current job or want to build a new career with an opportunity to learn and grow, we urge you to apply with us today and join the growing SolutionCX community. You won't regret it!

Job Type: Full-time

Schedule:

• Night shift

Ability to commute/relocate:

• San Pedro, Laguna: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Do you have experience working for a start-up

Do you have experience in a role which requires relationship management experience

Education:

• Bachelor's (Required)

Experience:

• Operations Manager: 5 years (Required)

People Management: 5 years (Required)
* BPO Operations Manager: 5 years (Required)