Operations Manager Customer Service (BPO)

Work set-up: 
Full Remote
Contract: 
Experience: 
Senior (5-10 years)
Work from: 

Offer summary

Qualifications:

Minimum 5 years of experience in operations management within a customer service BPO setting., Strong knowledge of customer service best practices and performance metrics., Proven leadership and team management skills with excellent communication abilities., Bachelor's degree in Business, Management, or a related field is preferred..

Key responsibilities:

  • Oversee daily operations of customer service teams to ensure efficiency and high-quality service delivery.
  • Develop and implement strategies to improve operational performance and achieve KPIs.
  • Lead and mentor team leaders to drive engagement and performance excellence.
  • Prepare and present reports on operational performance to senior management.

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RippedBoxStation Startup https://www.rippedboxstation.com
11 - 50 Employees
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Job description

Position: Operations Manager Customer Service (BPO)
Number of hours: 40 Hrs/week
Schedule: TBD

Job Summary:

We are seeking an experienced Operations Manager to lead and oversee our customer service operations in a fast-paced BPO environment. The ideal candidate will be responsible for managing daily operations, ensuring service quality, optimizing efficiency, and driving team performance to meet business and client objectives.

Key Responsibilities:

  • Oversee the daily operations of customer service teams, ensuring efficiency and high-quality service delivery.
  • Develop and implement strategies to improve overall operational performance and achieve KPIs such as CSAT, SLA, AHT, and FCR.
  • Monitor and analyze key performance metrics, identifying areas for improvement.
  • Lead, mentor, and support team leaders and supervisors to drive engagement and performance excellence.
  • Ensure compliance with company policies, client requirements, and industry regulations.
  • Drive continuous improvement initiatives to enhance processes, reduce costs, and increase productivity.
  • Collaborate with clients to understand their needs, address concerns, and ensure service expectations are met.
  • Work closely with quality assurance and training teams to enhance agent performance and customer satisfaction.
  • Manage workforce planning, staffing, and scheduling to align with business needs.
  • Prepare and present reports on operational performance, trends, and recommendations to senior management.
  • Foster a positive work culture that promotes teamwork, accountability, and professional development.

Qualifications:

  • Minimum 5 years of experience in an operations management role within a customer service BPO setting.
  • Must have experience handling a large team working remotely.
  • Experience in solar energy is preferred.
  • Residency in Bulacan, Philippines is a plus.
  • Strong knowledge of customer service best practices, call center operations, and performance metrics.
  • Proven leadership and team management skills with a results-driven approach.
  • Excellent communication, problem-solving, and decision-making abilities.
  • Experience in client management and stakeholder engagement.
  • Proficiency in CRM systems, workforce management tools, and reporting platforms.
  • Ability to work in a dynamic, fast-paced environment with shifting priorities.
  • Bachelor's degree in Business, Management, or a related field is preferred.

Preferred Skills:

  • Experience managing international customer support teams.
  • Familiarity with omnichannel support (phone, chat, email, social media).
  • Knowledge of process improvement methodologies such as Six Sigma or Lean.
  • Ability to drive innovation and leverage technology to enhance operations.

Required profile

Experience

Level of experience: Senior (5-10 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Other Skills

  • Customer Service
  • Team Management
  • Leadership
  • Decision Making
  • Teamwork
  • Communication
  • Problem Solving

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