Job Title: Operations Manager

Account: BFSI

Salary: Max of 110K

Work location/Set up: Onsite, IT Park Cebu

Shift Schedule: GY

***Former employee of Teleperformance – not eligible for rehire, either direct or through a third party***

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

Pre-Screening Notes:

Educational Attainment:

Years of BFSI / Financial Background:

Years of Experience as Operations Manager / Assistant Manager in BPO:

Last Drawn Salary:

Expected Salary: