Job description

We are seeking a passionate Senior Manager of Site Operations who is responsible for the  strategic planning and execution of the Call Center operations. Core duties include  management and leadership of processes for the continuous improvement of the customer  experience. Tactical emphasis is on customer care, quality management, and workforce  planning. Performance metrics include high productivity, efficiency, staffing utilization,  acceptable turnover rate, and company financial performance. A commitment to excellence is  demonstrated through continuous staff development programs enhancing employee  engagement, service, knowledge, skills, and morale.

The Senior Manager of Site Operations (Senior Site Manager) success is measured by the  organization’s ability to provide high quality services while meeting Service Level Agreements  (SLA), improving performance, increased use of resources and adaptation of new proven  technologies to increase efficiency, and achievement of metrics. The role actively contributes to  the overall company operational targets as well as the daily business decisions.

Reporting: Reports directly to the General Manager.

Job type: Full-time  

Shift timings (Optional): 9:00PM-6AM (may vary)

Location (Optional): Eastwood, Quezon City

DUTIES AND RESPONSIBILITIES

The role involves, but is not limited to, the following duties and responsibilities;

  • Provide strong, dynamic leadership that mentors, develops, and guides team members  to efficiently deliver their KRAs.
  • Responsible for development and administration of annual department budget to attain  business goals with operational stability which involves budgeting and forecasting of  expenses. Does budget and expense review and approval.
  • Coordinate analytic, strategic and technical resources to meet client expectations and  ensure satisfaction.
  • Ensure that the company complies to all local Philippines laws.
  • Ensure employees are provided with a safe and healthy working environment. • Ensure that employees meet or exceed client’s expectations.
  • Maintain high levels of data security standards to protect client’s data. • Ensure that the HR team is able to bring in the best possible resources available onboard  to cater our clients.
  • Liaise with superior to make decisions for operational activities and set strategic goals • Plan and monitor the day-to-day running of business to ensure smooth progress
  • Supervise staff from different departments and provide constructive feedback. • Evaluate regularly the efficiency of business procedures according to organizational  objectives and apply improvements
  • Manage procurement processes and coordinate material and resources allocation in  coordination with the Finance and Admin department.
  • Oversee customer support processes and organize them to enhance customer  satisfaction
  • Review financial information and adjust operational budgets to promote profitability • Revise and/or formulate policies and promote their implementation • Manage relationships/agreements with external partners/vendors
  • Evaluate overall performance of operations by gathering, analyzing and interpreting  data and metrics
  • Ensure that the company runs with legality and conformity to established regulations. • Delivery management – ensure all contractual deliverables are met & exceeded across  all clients.
  • P&L management – ensure good financial health of the entity.
  • Client Management – Ensure a strong client connection & build long-standing  partnerships.
  • Strategy – Build & execute a growth strategy.
  • Efficiency through transformation – run the Philippines operations smoothly & at the  same time ensure the clients get ROI through effective implementation of operational  strategies.
  • PEZA compliance monitoring for Premier BPO Philippines

About You: 

As a Senior Site Manager you are a:

  • Creative thinker – You are curious and unafraid to ask questions
  • Hard worker – You are industrious and diligent in everything you do
  • Innovator – You are willing to initiate changes and introduce new ideas

Your experience includes: 

  • Bachelor’s Degree in Business or other related major or equivalent relevant work  experience required
  • 10+ years managing call center operations within the Business Processing Outsourcing  (BPO) industry
  • Excellent interpersonal skills and able to collaborate with all levels of the organization • Able to take initiative and have a solutions/results mindset
  • Ability to be a change leader
  • Ability to work collaboratively across cultures and organizations; strategically focused on  continuous improvement.
  • Ability to effectively work in a fast-paced environment.
  • Ability to identify tasks critical to keeping customer satisfaction levels in check • Ability to delegate and manage from a high level across multiple departments, clients,  and operations teams
  • Ability to teach leadership development skills with a track record of producing strong  leaders
  • Ability to deliver presentations in front of clients and key stakeholders • Ability to manage financial budgeting and forecasting. Understand all levers that can  impact profitability
  • Excellent oral and written communication skills – ability to deliver constructive feedback  and inspire employees to deliver positive results
  • Excellent time management skills
  • Solid understanding of Word, Excel, and MS Office suite
  • Assure compliance with all applicable federal and state statutes

Benefits:

Government Mandated Benefits:

– 13th month pay
– SSS, Pag – ibig, Philhealth
– Maternity Leave
– Paternity Leave
– Solo Parent Leave
– Magna Carta for women leave

Company Benefits:

– Day 1 HMO
– Annual Salary Review
– Annual Leaves
– Birthday Leave
– Engagement Activities
– Attendance Incentive

How to Apply:

Interested candidates can apply by sending their resume to  phhrteam@premierbpo.com with job title as email subject.