ESSENTIAL DUTIES AND RESPONSIBILITIES
The key role of the Operations Manager is to ensure that all operational activities are managed to the satisfaction of Enshored’s clients. Enshored operates from multiple locations in the Philippines and the Operations Manager will be responsible for the success of each of these teams.
A key focus is on ensuring that all aspects of the operations are well managed to guarantee deliverables. Enshored Operation Manager shall, among other activities:
- Oversee training of new and current team members.
- Perform weekly meetings with operations staff to discuss metrics and deliverables.
- Submit frequently and as needed business review and report to other Enshored’s Managers as clients.
- Set operational goals, objectives and develop strategies to meet client SLAs (productivity, quality).
- Gather, review, and analyze reports, records, and data to ensure that all quality, efficiency, and productivity standards are met.
- Work with Enshored team members to support services organic growth.
- Must be able to foster a positive and productive work environment, with the ability to lead, build teams and motivate staff.
Requirements and Qualifications
- Must be willing to work in night shifts and shifting schedules.
- 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 and training.
- Demonstrated ability to interact with peers, senior management and other departments in a professional manner.
Education and/or Experience
- Must be a college graduate / Bachelor’s Degree holder of any course.
- Must have excellent verbal and written English communication skills.
- Minimum 5 years of proven management experience in the BPO industry.
- Must have experience handling a Customer Service, BackOffice and Sales campaigns.
- Knowledge of workforce management technologies.