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.