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.
Key Job Responsibilities
OPERATIONS
- Manage the operational floor and implement business plans to optimize seatutilization and workforce efficiency.
- Drive adherence to industry best practices to enhance service delivery and identify opportunities for business expansion.
- Ensure service level agreements (SLAs), key performance indicators (KPIs), and client expectations are consistently met or exceeded.
TEAM DEVELOPMENT
- Develop and implement strategic plans for continuous upskilling and talent development within the team.
- Foster team synergy through structured career development paths, regular performance evaluations, and mentorship programs.
- Promote a culture of collaboration, accountability, and innovation to drive high-performing teams.
CLIENT RELATIONSHIP
- Strengthen client relationships through effective communication, understanding client needs, and delivering tailored solutions.
- Act as a trusted advisor to clients, providing actionable insights and strategies for their business growth and expansion.
- Ensure transparency and alignment between client objectives and operational deliverables.
BUSINESS PLANNING
- Develop and execute comprehensive business strategies to optimize revenues, control costs, and ensure profitability.
- Design sustainable business expansion plans, considering market trends, client opportunities, and resource optimization.
- Conduct regular business reviews and align operational strategies with organizational goals.
Key Job Qualification:
- Graduate of 4 year course or Bachelor's Degree
- Industry Expertise: Over 10 years of experience in the multinational BPO/Call Center industry, with at least 5 years in a similar or related leadership role
- Contact Center Operations: Extensive knowledge and hands-on experience in managing voice and non-voice contact center functions.
- Process Optimization: Certified in Lean Six Sigma, with proven ability to implement process improvements and drive operational efficiency is a huge plus.
- Strategic and Financial Planning: Proficient in crafting business and financial plans, including client-based forecasting and workforce planning
- Problem-Solving Excellence: Skilled in identifying issues, performing root cause analysis (RCA), and executing actionable improvement plans.
- Quality Management: Expertise in designing and implementing quality management systems to ensure high standards of service delivery.
- Talent Development: Strong track record in developing and executing talent development programs to enhance team skills and career progression.
- Leadership and Communication: Demonstrates strong leadership qualities, effective communication skills, and the ability to motivate and align teams toward common goals.
- Process Optimization: Skilled in Business Process Reengineering, identifying inefficiencies, and recommending improvements to enhance operations.
- Technology Integration: Capable of proposing and implementing system or technology solutions to streamline processes and improve performance.
- Leadership and Communication: Strong leadership and effective communication skills to motivate teams, drive collaboration, and foster a positive work environment.
