Senior Operations Manager

Service First

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2 months ago

Senior Operations Manager

3-5 Year(s)

Manila (Alabang Muntinlupa City)

Job Description

Key Skills

Sales Lending Operations Manager loans

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ServiceFirst is a world-class call center and BPO with strategic locations around the globe providing an elevated Customer Experience to benefit our client’s businesses with exceptional customer engagement.

While our core business is to help our partners better serve their customers, ServiceFirst will also provide reduced labor and operational costs, a diversified footprint for business reliability, and an innovative entrepreneurial culture to attain corporate performance objectives as our partners trusted advisor and preferred business partner.

We are looking for a Senior Operations Manager – someone who will oversee the day-to-day activities of operations to ensure that the right policies and processes are being implemented. The SOM is responsible for the development and delivery of sales enablement tools, programs, and processes. The duties include formulating various strategies to address areas of improvement, increasing the productivity of subordinates, mentoring team members, and constantly driving change to improve the service quality of the department and the organization.

What you’ll do:

Responsible for increasing the sales department’s productivity through improved sales processes and approaches and the adoption of effective business tools.

Oversee the overall safety, employee engagement, collaboration, quality, performance, and customer experience of the fulfilment center operations.

Manage program operations staffing, Account Management commitments, budget, and forecasted hours versus actual hours.

Oversee and manage Call Centre KPIs such as Quality, Staffing, and Service Level

Analyse data for trends in call patterns, product variability, turnover, hiring, etc.

Manage Program daily and monthly operating metrics within budgeted expense parameters.

Produce monthly operating reports detailing center activity, trend analysis, goals/objective status, and special projects.

Communicate with clients the daily operational information.

Develop, manage, and maintain employee productivity goals against departmental standards.

Coordinate with Site Director on Human Resource recruiting, training, development, and retention.

Create consistency in performance and process across multiple clients.

Performs other duties as he deems necessary in the execution of his duties or duties.

What we’re looking for:

At least 5 years in Sales Operations within a fast-paced and highly competitive environment, preferably working as a Sales Operations Manager.

Minimum of 3 years experience as Manager or Senior Manager for Operations

Demonstrated ability to develop leaders and excellent motivational skills.

Strong focus on continuous improvement and operational optimization

Ability to competently address rapid changes in service delivery in a dynamic and time-sensitive environment.

Knowledge of Microsoft Office programs and multiple operating systems

Advanced knowledge of the call centre services industry and best practices, understanding ramifications of call center actions on the business, including revenue, expense, and employee dynamics

Excellent oral and written communication skills, with the ability to effectively respond to questions from managers, clients, and customers.

Knowledge of federal and state call center compliance regulations

Schedule flexibility and can travel if needed.

Role

Manager -Customer Service

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Process

Voice

Functional Area

ITES / BPO / Customer Service

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