Operations Manager (For Pooling)

Highlights

• Competitive compensation and benefits packages
• Continuous professional development and learning opportunities
• Regular engagement activities and events

OPERATIONS MANAGER

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and be #DecidedlyDifferent!

ROLE OVERVIEW

We are looking for an Operations Manager to be part of our team.

• This role will oversee daily operations to drive strong performance across all business lines by monitoring KPIs, addressing underperformance, and implementing improvements. Lead, coach, and develop supervisory staff and teams while ensuring accountability. Support business growth through strategy, project, and process improvement initiatives. Coordinate with clients on reporting, policy development, and billing accuracy. Manage recruitment, scheduling, and overall staff performance, including corrective and disciplinary actions. Collaborate with senior leadership to maintain alignment with company values, ensure cross-division synergy, and manage day-to-day operational issues, including IT and telephony feedback.

MAIN RESPONSIBILITIES

• Review, implement and manage key performance indicators to ensure business growth
• Ensure performance is measured and documented accurately
• Responsible for attainment of overall metrics of different lines of business of the Operations
• Determine root cause of underperformance and ensure corrective action
• Conduct regular team performance reviews
• Coach Team Leads/ Supervisors
• Develop, implement and manage staff career development plans
• Assist in the development of business growth strategies
• Identify and communicate project needs
• Oversee operations conduct and ensure synergy across all divisions
• Assist client/s with the development / improvement, implementation and management of policies and/or processes
• Ensure operations remain aligned with the values of the business
• Ensure awareness amongst all staff of the business common goals
• Ensure all employees are accountable for their actions
• Assist in the development / management of Customer Service, Administration and Quality Assurance teams
• Report performance data to client/s
• Ensure accuracy of monthly client billing invoices
• Assist with recruitment, including interviews
• Assist with the development / management of rosters/schedules to ensure coverage
• Collaborate with ReleasePoint Senior Leadership
• Manage unplanned day-to-day operational tasks/duties/responsibilities
• Manage individual performance, including the dismissal of underperforming staff in line with company policy
• Manage and report statistics to client/s and immediate supervisor
• Provide feedback on IT/telephony systems

Requirements

• Minimum 3 5 years of experience in the BPO industry as an Operations Manager
• Experience in start-up Operations and development of Processes and Team Structure
• Significant experience managing Team Leaders/Managers or Supervisors
• Proven history of developing and managing a team within a program of a similar nature
• Ability to deal with unexpected day-to-day challenges
• Ability to problem solve and think-outside-the-box
• Experience with manpower planning and scheduling
• Experience with managing shifts/rotational rosters
• Thorough knowledge of call center metrics, including: average handling time, quality, contact/dial rate, customer satisfaction, etc
• Experience with Service Level Agreements and/or Client metrics/KPIs
• Experience with contract/salary reviews, budgeting and statistical analysis
• Experience with account management and client coordination
• Experience with written and verbal reporting to management and clients
• Solid relationship and team building skills
• Positive attitude and unwavering integrity
• Ability to motivate staff and ensure high morale
• Willing to work night shifts and flexible or shifting schedules.
• Must be able to work in any of our site:8th Floor Zeta Tower Bridgetowne, C-5 Quezon City
  • 8th Floor Zeta Tower Bridgetowne, C-5 Quezon City6F Rockwell Business Center Tower 1 Ortigas Avenue, Pasig City
  • 6F Rockwell Business Center Tower 1 Ortigas Avenue, Pasig City