Ripped Box Station
Open Country:Philippines
Language Requirements:English
Health Insurance
Paid Holidays, Government Mandated Leave
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.
Jean Samot
Recruitment SpecialistRipped Box Station
Active today
Posted on 09 June 2025
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