Operations Manager

Managerial / Supervisory
With Business Certificates
Established in 2007
1001-5000 Employees
U 601 the Orient Square Bldg., F Ortigas Jr. Rd., Ortigas Center, San Antonio, Pasig, Metro Manila
Posted On: September 7, 2022
Job ID: 412302

Details

FUSION BPO SERVICES PHILS. INC.

 

Company Overview

 

With 14 years of experience serving 100+ clients across all industries, Fusion BPO Services Group delivers world-class call center, outsourcing and customer care services from 9 global centers in USA, Canada, El Salvador, Philippines, Jamaica, Albania, UK and India.

 

At Fusion BPO we hire and train the best of agents. We have a professional group of agents dedicated to serve your business at any cost. Replete with advanced as well as cutting-edge technology and a global delivery model, our agents are capable of offering vertically integrated BPO services. Located in USA, Canada, India, Philippines, El Salvador, Albania and Jamaica, Fusion BPO Services is well equipped with a global delivery model that delivers services 24x7.

 

OPERATIONS MANAGER

 

DEPARTMENT: Operations

 

IMMEDIATE SUPERIOR: Senior Account Managers, General Manager

 

COORDINATES WITH: Human Resource, Accounting, Corporate Training Department, Workforce, Talent Acquisition, IT

 

OVERSEES: Accounts Supervisors, Senior Team Leads, Team Leads

 

JOB SUMMARY

 

The Operations Manager establishes strategic ownership of account processes and accomplishes organizational goals and program objectives. He/She analyzes business profits, service level agreements (SLA) with clients, process improvement plans, and competing priorities to align operational capacity and financial performance that is productive for the client and the organization.

 

JOB DUTIES & RESPONSIBILITIES

 

These tasks are subject to change depending on the nature of service of the division/department or business direction.   

  • Assumes accountability for the program’s people and vendors.

  • Collaborates with Recruitment, WorkForce and Training to ensure that client requirements are met including, but not limited to:

    • the service solution

    • required timeline

    • procurement needs

    • staffing requirements

    • service levels

  • Maintains open communication lines with Support Group from QA, Operations, Workforce and Training to plan strategies and resolutions for performance improvement, operational issues, policy updates, training and agent development.

  • Applies effective change, risk and resource management based on data analysis for functional applications across all lines of businesses.

  • Assesses program performance to maximize Return on Investment (ROI) for the organization.

  • Assures that Key Performance Indicators (KPI's), professional advances and career pathing for Accounts Supervisors, Senior Team Leads, Team Leads and/or Dedicated Representatives are achieved through coaching, feedback, delegation, appraising, training and monitoring.

  • Achieves operational objectives by contributing information and recommendations to strategic plans and business reviews which may include but not limited to:

    • preparing and completing action plansand business continuity plans

    • reinforcing production, agent productivity, service quality and client standards

    • identifying trends

    • launch system and process improvement programs and initiatives

  • Updates job knowledge through continuing education for professional development through but not limited to:

    • Internal Management and Leadership Training Programs

    • Seminars and Workshops from external agencies

    • Professionally enhances department and account credibility by affirming ownership for completing new and different requests from internal and external customers.

    • Explores opportunities to add value to job accomplishments and boost employee job fulfillment.

    • Publications and Organizations

Others

 

Performs related duties and responsibilities as may be assigned and requested by immediate superior.

 

QUALIFICATIONS

  • College graduate of courses in Management and/or related disciplines with at least 3 to 4 years management experience in the BPO-Technical Support sector or College Level of courses in Management and/or related disciplines with at least 5 years of management experience

  • Outstanding interpersonal and English communication skills: Verbal and Written

  • Exceptional organizational skills for leadership, planning, strategizing, delegation, coaching, facilitation and negotiation

  • Proficient in basic software applications such as: Microsoft Office

  • Attentive to details and works with precision

  • Trained in Leadership and Management concepts through internal or external training agencies, similar experience and/or theoretical knowledge in:

    • Staffing and Scheduling

    • People Management

    • Managing Profitability

    • Promoting Process Improvement

    • Financial Planning and Strategy

    • Strategic Planning

    • Basics of Management

    • Performance Management

  • Root Cause Analysis (RCA), Lean, and Six Sigma Methodologies

  • Able to maintain confidentiality, credibility and professionalism