Helpdesk and CX Operations Manager - BGC - Joining Bonus
iopex technologies philippines inc.
Taguig City, Metro Manila
Permanent
Full-time
14 days ago
Company Description iOPEX Technologies Philippines Inc., located in Taguig, is a digital service provider offering optimized Digital Engineering, Operations, and Studio Services. The company emphasizes creating new products and solutions for traditional and new-age businesses with a focus on customer-centricity, financial risk-taking, and high-quality service delivery. iOPEX Technologies is compliant with international quality standards and is committed to improving service excellence for clients. Role Description This is a full-time on-site role for a Customer Support Operations Manager at iOPEX Technologies Philippines Inc. The role involves overseeing customer support operations, ensuring customer satisfaction, managing programs, and utilizing analytical skills for operational efficiency. Responsibilities: Manages operations for Customer Service account is a must- Voice and Non- Voice Perform weekly meetings with operations staff to discuss issues affecting business Submit weekly operations report to the client Set operational goals, and objectives and develops strategies to meet client metrics Gather, review, and analyze reports, records, and data from Team Leads and WFM to ensure that all quality, efficiency, and productivity standards are met Possess Budgeting and Financial Planning skills Must be able to foster a Positive and Productive Work Environment, with the ability to Lead, Build Teams, and Motivate staff Should be proactive in helping the customers and employees to meet their goals. Should have handled multiple LOBs, Requirements: Minimum 10 years of proven management experience in a BPO contact center environment 2-3 years as Asst Manager or Manager experience is a must. Must have experience handling a CSR/TSR campaign. Understanding and ability to execute Inbound Programs to ensure Service Levels and financial objectives are met. Strong Planning, Forecasting, Problem-Solving, and Analytical Skills. Proven ability to develop, produce and analyze reports from existing systems and make informed recommendations from the data gathered. Strong Organizational, Leadership, and Interpersonal Management Skills. Possess excellent knowledge of Manpower Planning Knowledge of current Call Center & Workforce Management Technologies Demonstrated ability to interact with peers, senior management, and other departments in a professional manner Should be amenable to report onsite. Must be willing to work on Night Shifts and Shifting Schedules at Bonifacio Global City, Taguig City. For more information, visit our FB page or LinkedIn page. Facebook: https://www.facebook.com/iOPEXTechnologiesPhilippines Linked in: https://www.linkedin.com/company/iopex-technologies-philippines/