Operations Manager - Retail BPO (Cebu)

Position Title: Ops Manager - Retail (Cebu) | Onsite
Account Type: Retail

Start Date: August 15

Support Type: Voice

Work Setup: Fully Onsite in Cebu

Shift & Rest Days: 24/7 schedule

Educational Qualification: Bachelor's Degree

Work Experience:

• At least 4 years of experience as an Operations Manager or Senior Group Leader in any industry, preferably in retail
• Capable of managing three Assistant Managers and conducting business reviews

Key Responsibilities:

• Team Leadership & Development: Lead and mentor call center supervisors, coach teams on best practices, promote a culture of accountability and continuous improvement, and oversee hiring, coaching, and staff performance.
• Performance Management & Monitoring: Track and manage KPIs, performance metrics, and productivity standards; analyze team and individual performance to identify trends and areas for improvement; and implement strategies to boost revenue and profitability.
• Operational Excellence & Strategy: Develop and execute strategies to enhance productivity, customer satisfaction, and employee engagement; evaluate team results and objectives; and continuously improve call center operations.
• Customer Service & Quality Assurance: Implement customer satisfaction initiatives, resolve operational issues, ensure compliance with industry regulations and quality standards, and collect customer feedback for ongoing improvement.