BPO Operations Manager

Hybrid Set-Up

Location: Ortigas

Full-time Permanent

Job Responsibilities:

·      Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.

·      Establish a high standard for productivity, quality, and customer service as well as define user guidelines.

·      Develop company systems for customer interaction and voice response and control the implementation process.

·      Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.

·      Aid human resources department in recruitment process by interviewing potential hires and outlining clear job expectations.

·      Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance and scheduling expenses.

·      Summarize, collect and analyze call center trends and data for regular performance reports.

·      Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed.

·      Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.