Join our CP360 Family, today! From Maple Leaf to Cebu: Proudly Cebuano, Uniquely Canadian Join Our Canadian-Inspired Team in Cebu: Embrace Excellence Together! Why Join ContactPoint360 At ContactPoint360, we think differently. We believe in putting employees at the heart of everything we do, creating a culture where innovation and empathy are not just buzzwords, but a way of life. Here, you won't just be a coworker; you'll be part of a team that redefines both employee and customer experiences. Our coworkers are essential partners in delivering exceptional work and are also friends who support and uplift each other. We are one of the fastest-growing BPOs in the world, and our secret is simple: it's our people . We invest in our people and develop them into future leaders. Did you know that 50% of ContactPoint360's leaders were promoted from within Our CEO's journey, starting as a phone agent, reflects our commitment to genuine care for our people-it's in our DNA. Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren't just welcomed-they're essential. Our Purpose: Is to create the best human experience, ensuring the highest client satisfaction, and transforming clients' customers into loyal advocates for life. Check out our YouTube video: https://www.youtube.com/watchv=AsPjX-5uyQQ Job Summary: The Operations Manager is responsible for overseeing the daily operations of a Business Process Outsourcing (BPO) unit. This includes managing client relationships, optimizing operational processes, and ensuring that service delivery meets both internal and client expectations. The role requires strong leadership, effective communication, and a focus on improving productivity while ensuring the quality and efficiency of services provided by the team. Key Responsibilities: Operational Management: Manage day-to-day operations of the team, ensuring seamless execution of processes and workflows. Develop, implement, and continuously improve operational strategies and best practices. Monitor KPIs (Key Performance Indicators) to ensure the team meets client and company expectations in terms of quality, productivity, and efficiency. Team Leadership: Lead and manage a team of supervisors, team leads, and agents, ensuring they are motivated, trained, and aligned with operational goals. Conduct performance reviews, set individual and team goals, and provide coaching and feedback. Foster a positive, high-performance culture that encourages teamwork, accountability, and continuous improvement. Client Management: Serve as the primary point of contact for clients, addressing concerns, providing status updates, and ensuring client satisfaction. Develop strong client relationships to understand their business needs and ensure service level agreements (SLAs) are met. Collaborate with clients to identify opportunities for process optimization and cost efficiencies. Quality Assurance: Oversee the implementation of quality control procedures to ensure service delivery meets or exceeds client expectations. Analyze reports, audits, and feedback to assess performance and identify areas for improvement. Work closely with the quality assurance (QA) team to ensure ongoing training and adherence to best practices. Resource Planning and Allocation: Manage staffing levels, resource allocation, and scheduling to ensure operational efficiency and the ability to meet fluctuating demand. Forecast resource needs based on projected workload and business requirements. Process Optimization: Identify opportunities for process improvement and automation to enhance operational efficiency. Collaborate with cross-functional teams to implement new technologies or systems that improve productivity and service delivery. Reporting and Analytics: Prepare and present regular performance reports to senior management and clients, analyzing key metrics such as productivity, quality, and cost efficiency. Utilize data to drive decision-making and recommend operational improvements. Compliance and Risk Management: Ensure compliance with legal and regulatory requirements specific to the BPO industry. Identify potential risks and implement mitigation strategies to safeguard company interests and client relationships. Qualifications: Bachelor's degree in Business Administration, Management, or related field (or equivalent work experience). Proven experience in BPO operations management or a similar role, with at least 2+ years of experience in managing teams in a service-oriented environment. Strong knowledge of BPO processes, industry standards, and operational best practices. Excellent leadership and team management skills, with the ability to inspire, motivate, and develop employees. Strong communication and interpersonal skills, with the ability to build effective relationships with clients and stakeholders. Analytical mindset with the ability to interpret data and make data-driven decisions. Ability to manage multiple priorities and work in a fast-paced, dynamic environment. Experience with project management, process improvement initiatives, and implementing new technologies is a plus. Proficiency in Microsoft Office Suite and BPO management software/tools. Key Skills: Leadership and team development Client relationship management Process optimization and continuous improvement Strategic planning and forecasting Data analysis and reporting Problem-solving and decision-making Communication and interpersonal skills Project management What&aposs in it for you Great base salary HMO Medical Insurance Dental Coverage Paid Vacation and Sick leave 13th-Month Pay Career & Leadership Development Training Programs Corporate Employee Discounts on Partnered Stores WE ARE AN EQUAL OPPORTUNITY EMPLOYER We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, or disability, which can be reasonably accommodated without undue hardship, veteran status, or any other legally, protected classification. Join our Amazing Team Today and Embrace Excellence Together! Show more Show less