Operations Manager - Retail BPO
- Cebu City, Cebu
- Permanent
- Full-time
Account Type: RetailStart Date: August 15Support Type: VoiceWork Setup: Fully Onsite in CebuShift & Rest Days: 24/7 scheduleEducational Qualification: Bachelor's DegreeWork 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
- 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.