Position:  Senior Operations Manager

Number of hours: 40 Hrs/week

Schedule: TBD

● Oversee day-to-day operations of the customer service team, ensuring service level agreements (SLAs) and key performance indicators (KPIs) are met or exceeded.

● Develop and implement strategic initiatives to improve operational efficiency, customer satisfaction, and overall performance.

● Manage and mentor a team of operations managers, supervisors, and customer service representatives to enhance performance and professional growth.

● Collaborate with clients to understand their business needs, provide insights, and ensure high-quality service delivery.

● Drive continuous process improvements, leveraging data analytics and industry best practices.

● Monitor and analyze operational data to identify trends, opportunities, and areas for optimization.

● Ensure compliance with company policies, industry regulations, and client requirements.

● Lead workforce planning, including hiring, training, and capacity management to align with business growth.

● Handle escalations and complex customer interactions to ensure resolution and client satisfaction.

● Foster a culture of accountability, engagement, and innovation within the team.

● Bachelor's degree in Business Administration, Operations Management, or a related field (or equivalent experience).

● Minimum of 3-5 years of experience in a leadership role within a customer service BPO environment.

● Experience in solar energy is preferred.

● Residency in Bulacan, Philippines is a plus.

● Proven track record of managing large teams, improving operational efficiencies, and driving performance metrics.

● Strong understanding of BPO industry standards, customer service best practices, and workforce management.

● Experience in handling a large number of remote employees.

● Exceptional analytical, problem-solving, and decision-making skills.

● Excellent communication, interpersonal, and client management skills.

● Ability to thrive in a fast-paced, high-pressure environment.

● Proficiency in CRM systems, reporting tools, and data-driven decision-making.

● Experience in implementing automation and AI-driven solutions for customer service is a plus.