Executive recruitment company Monroe Consulting Group Philippines is recruiting on behalf of a global BPO and customer experience partner providing contact center, digital marketing, back-office, and technical support services to help clients optimize operations and grow their business. With a strong presence in Asia and multilingual capabilities, it delivers scalable and tailored solutions across multiple industries.
Job Summary:
Our client is seeking an Operations Manager for a multinational account. The Operations Manager will be responsible for overseeing day-to-day operations, managing a team of supervisors and staff, ensuring operational excellence, and supporting client business growth. This role combines operations management, client relationship management, and performance improvement initiatives.
Key Job Responsibilities:
Operations Management:
- Monitor and optimize team performance and operational processes.
- Handle escalated client or customer issues and ensure timely resolution.
- Manage staffing requirements, including forecasting, scheduling, attendance, headcount, and recruitment.
- Prepare, analyze, and present operational reports such as Operations Health Check and performance metrics.
- Implement initiatives to improve operational efficiency, reduce costs, and maintain quality standards.
Team Development:
- Coach and develop supervisors and team members to enhance performance.
- Lead and coordinate team efforts to achieve operational goals.
- Resolve team conflicts and foster a collaborative work environment.
Client Relationship & Business Growth:
- Understand client business needs and propose solutions to improve processes or add value.
- Support upselling and cross-selling opportunities aligned with client business strategies.
- Build and maintain strong client relationships to ensure satisfaction and contribute to client business expansion.
Compliance & Risk Management:
- Enforce adherence to company policies, IT security processes, and fraud prevention measures.
- Ensure confidentiality of sensitive client and customer information.
- Report any suspected risks or non-compliance to management.
Key Job Qualifications:
- Graduate of any 4-year course.
- Minimum of 3 years' experience in a similar role, preferably in a multinational BPO or call center environment.
- Strong leadership, analytical, and decision-making skills.
- Excellent written and verbal communication skills.
- Experience in performance management, root cause analysis, and business reviews.
- Flexible, professional, and able to work under minimal supervision.
- Six Sigma certification is an advantage.
- Ability to foster conflict resolution and apply emotional fortitude in challenging situations.
