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Careers at OBP

Operations Manager


SALARY:  Up to 70,000

The Operations Manager will be involved in managing the development, implementation, and enhancement of BPO systems, strategies, and technologies

Responsibilities

  • Formulate and implement a strategy to meet targets and quality objectives of the company;
  • Coordinate with resource management for requirements, including telecom, facilities, and staffing;
  • Works collaboratively with Business Leaders to fully understand growth opportunities with our strategic initiatives and effectively executes these initiatives to meet the company objectives
  • Develop and implement systems process for customer interaction
  • Design and implement planning activities that ensure a successful operation
  • Develop and maintain an environment that promotes professional and positive communication within the operations and fosters teamwork within the company
  • Monitors operational statistics and trends, including reports, production statistics and volume projections, and takes appropriate action to ensure customer needs are satisfied and growth targets are met
  • Oversees administration of performance appraisals and meets with direct reports on a monthly basis to discuss performance, and provide coaching and development opportunities
  • Oversees handling of all disciplinary situations appropriately
  • Forecast industry and business trends
  • Finds new methods, techniques and procedures to improve and streamline the existing processes that will help the company in continuously exceeding the customer requirements
  • Participates and/or leads in process improvement and/or project management
  • Manage client relationships and identify opportunities for additional client support
  • Communicate with Internal and External clients
  • Enhance personal knowledge of BPO technology and make improvement recommendations
  • Manage, improve, and ensure exceptional OPS performance
  • Identify, design, and implement creative business solutions for the company
  • Implement and oversee the quality of deliverables and manage team relationships effectively
  • Conduct regular meeting to improve productivity, product knowledge and customer satisfaction
  • Work with senior stakeholders
  • Identify and address challenges and opportunities for the company
  • Ensure KPIs are in place and production targets are met

 

Requirements

  • Candidate must possess at least a Bachelors/College Degree, Engineering (others) or equivalent
  • At least 5 year(s) of working experience as an Operations Manager in a BPO set-up is required for this position
  • Ability to use logic and reason to identify the strengths and weaknesses of alternative solution
  • Must have exceptional qualities, such as but not limited to, analytical and problem-solving skills, project management, organizational skills, adaptability to pace and change, client-focused, and interpersonal manifested in collaboration
  • Must possess strong organizational, interpersonal and time management skills
  •  Must have excellent & effective written and oral communication skills
  •  Extremely knowledgeable in process and client management
  • Willing and able to work on a shifting schedule and during holidays

 

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