BPO Operations Manager – BFSI Account

Gratitude Inc

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1 month ago

BPO Operations Manager – BFSI Account

3-5 Year(s)

80 - 110 Thousand p.m

Cebu Central Visayas

Job Description

Key Skills

Assistant manager BFSI Bachelor's Degree BPO Experience is a must • 3-5+ years of proven success in a similar role within a relevant industry

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Job Description:

Manage and lead a team of customer service representatives, ensuring they are equipped with the necessary skills and resources to deliver outstanding service
Monitor and analyse key performance metrics to identify opportunities for process improvement and drive operational excellence
Collaborate with cross-functional teams to develop and implement strategies that enhance the customer experience
Liaise with clients to understand their evolving needs and translate them into actionable plans
Foster a positive and engaged work culture, supporting the professional development of your team
Ensure compliance with all relevant policies, procedures and regulatory requirements
Contribute to the continuous improvement of our service delivery, leveraging data-driven insights

What we're looking for:

Proven track record of successfully managing operations in a customer service or call centre environment, preferably within the travel industry

Strong leadership skills with the ability to motivate and develop high-performing teams

Excellent problem-solving and decision-making abilities, with a focus on driving operational efficiency

Proficient in data analysis and using insights to drive process improvements

Exceptional communication and interpersonal skills, with the ability to liaise effectively with clients and cross-functional stakeholder

Non-Negotiable Requirements:

2 years of BFSI/Financial Background (No indication on CV, automatically rejected )
3-5 years of experience as an Operations Manager or Assistant Manager in a BPO setting.
Bachelor degree

Role

Operations Manager

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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