Operations Manager Customer Service (BPO)

Position: Operations Manager Customer Service (BPO) Number of hours: 40 Hrs/week Schedule: TBD Job Summary: We are seeking an experienced Operations Manager to lead and oversee our customer service operations in a fast-paced BPO environment. The ideal candidate will be responsible for managing daily operations, ensuring service quality, optimizing efficiency, and driving team performance to meet business and client objectives. Key Responsibilities: Oversee the daily operations of customer service teams, ensuring efficiency and high-quality service delivery. Develop and implement strategies to improve overall operational performance and achieve KPIs such as CSAT, SLA, AHT, and FCR. Monitor and analyze key performance metrics, identifying areas for improvement. Lead, mentor, and support team leaders and supervisors to drive engagement and performance excellence. Ensure compliance with company policies, client requirements, and industry regulations. Drive continuous improvement initiatives to enhance processes, reduce costs, and increase productivity. Collaborate with clients to understand their needs, address concerns, and ensure service expectations are met. Work closely with quality assurance and training teams to enhance agent performance and customer satisfaction. Manage workforce planning, staffing, and scheduling to align with business needs. Prepare and present reports on operational performance, trends, and recommendations to senior management. Foster a positive work culture that promotes teamwork, accountability, and professional development. Qualifications: Minimum 5 years of experience in an operations management role within a customer service BPO setting. Must have experience handling a large team working remotely. Experience in solar energy is preferred. Residency in Bulacan, Philippines is a plus. Strong knowledge of customer service best practices, call center operations, and performance metrics. Proven leadership and team management skills with a results-driven approach. Excellent communication, problem-solving, and decision-making abilities. Experience in client management and stakeholder engagement. Proficiency in CRM systems, workforce management tools, and reporting platforms. Ability to work in a dynamic, fast-paced environment with shifting priorities. Bachelor's degree in Business, Management, or a related field is preferred. Preferred Skills: Experience managing international customer support teams. Familiarity with omnichannel support (phone, chat, email, social media). Knowledge of process improvement methodologies such as Six Sigma or Lean. Ability to drive innovation and leverage technology to enhance operations.