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/
