Position Title: Operations Manager
Job Location: Clark Freeport Zone, Pampanga
Why we?re awesome?
SupportNinja is redefining the outsourcing space. Our mission is to ?Show the World a Better way to Outsource?. What does this mean?
We are more than just a call center - we challenge the status quo with the greatest people and the latest technology. SupportNinja provides a personalized, modern and ethical approach that allows us to provide faster, smarter support than our competitors.
We work with some of the world's most disruptive companies across the tech, lifestyle, music and e-commerce spaces. Our services include customer support for apps, content moderation for streaming music services, B2B lead generation for SaaS companies, and back-office support for one of the world?s largest nonprofits. Our client roster includes HotelTonight, Warner Music/Level, Bill and Melinda Gates Foundation, SeatGeek, and more.
Be a Ninja and enjoy the following benefits:
Fun, fast-paced environment where you can stretch your creativity
Stress-free start up accounts
HMO upon hire + 1 dependent upon regularization!
Life Insurance upon hire
10 Paid time off upon regularization + 1 Birthday leave every year!
Competitive Salary
Job Responsibilities:
Leads and manages a group of Team Managers under Enterprise on exceeding the quality delivery of the overall operational metrics & sales targets.
Understands and exceeds client expectations by proactively managing the overall performance by attending client-related meetings.
Delivers Client KPIs/Sales targets more than expected which includes day to day service levels, customer experience, quality measures, and compliance measures and ensure that team managers are calibrated with the present standards on coaching, mentoring and leading.
Formulates ideas essential to the continuous growth of the leaders under his/her delegation and have it presented to the management for structuring of programs
Develops and maintains communication and engagement model in place to ensure all teams understand the performance of the business.
Identifies and implements operational best practice through organization-wide interaction; touch-base with colleagues and administrative departments to understand and cascade processes and practice for proper calibration.
Identifies further opportunities for services and process improvements present under his/her team
Demonstrates result-driven character (e.g. business improvements, cost savings, revenue generation)
Displays and executes leadership, people management, communication and influencing skills expected from a leader in the managerial level and beyond.
Manages a cluster of accounts that cater start-up business needs; Works closely with Team Managers? needs and implements integration of skills available.
Reviews and implements set quality performance standards.
Reviews organizational/ productivity objectives in line with the Master Service Agreement and clients? expectations presented during client-related meetings
Implements Business Continuity Plan related to operations and suggests revisions, when necessary
Reviews and leads account business reviews
Practices assertive and objective communication towards Top Management and direct reports
Manages both individual and collective performances of the team to ensure meeting of targets as given by the clients; on-board newly hired Team Managers, executes succession planning as needed
Manifests understanding and executes proper procedures on company-related requirements and tasks; ensure minimal to no finance or payroll dispute
Interacts and collaborates with departments as expected to execute given requirement by the client; processing of hiring request to the recruitment team
Displays alignment to core values as delineated by Executive Management and to be cascaded to subordinates and direct reports
Executes department's processes and projects properly as planned and agreed with the management; conducts post-evaluation surveys and analysis to have a data-driven method of understanding the strength and areas for improvement of each process and projects
Sets S.M.A.R.T. goals for each process of the department to provide appropriate inputs and outputs; Reviews and revises existing process and procedures to align with set goals
Conducts timely meeting and session to guide employees from different departments and levels about updates and proper execution of the processes and procedures owned by the department
Keeps oneself updated with the latest and best practices by attending seminars and training related to the profession and have it applied in the existing process to continually improve it; creates processes related to the need of the company and in compliance with the standards set by the government and the organizations in which the company is part of
Qualifications:
Operations Manager in contact center/BPO experience is preferred.
More than 3 years experience as an Operations Manager in a contact center/BPO.
Must have at least attended a Managerial Workshop/Seminar/Training; Preferably with Certification
Should have an extensive knowledge in setting up goals and concrete SMART action plans for his/her subordinates succession planning
An assertive character that can work independently, yet function in a team environment.
Must have an extensive knowledge in organizing logistics for Client Visit and other need for Operational logistics
Has expertise in creating and finalizing processes in relation to Operations.
Excellent organization, planning, time management, and analytical skills. Strong team building, interpersonal, communication, and motivational skills.
Must know how to use office applications such as Excel, G-sheet and PowerPoint.
Preferably with Zendesk knowledge.
Ability to lead and supervise in a fast-paced, rapidly changing environment while managing multiple priorities.
Ability to manage a diverse workforce.
Must have an extensive knowledge in creating and processing HR and account related documents and procedures pertaining to direct reports.
Experience in budget, forecasts and expense management desired.
Strong commercial understanding and previous accountability for profit targets.
Must have more extensive Coaching with triad experience; Must have at least Coaching Certification
Preferably with Client Facing experience presenting Business of his/her accounts.
Must have extensive experience in recruiting potential team members
Disclaimer:
The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.
