This listing was posted on The Resumator.
Operations Manager
Location:
Metro Manila
Description:
Role Details Type of Support: Omnichannel (Email, chat, phone, social media) Contract Duration: Full-time, Permanent Work type: Hybrid Target start date: Can start ASAP The Role We are seeking a highly motivated and experienced Operations Manager to join our team. The ideal candidate will have a strong background in the BPO industry and possess exceptional leadership, project management, and client relationship skills. As a Program Manager, you will be responsible for overseeing multiple client accounts, ensuring the successful delivery of services, and driving continuous improvement initiatives. What You'll Do Acting as a strategic advisor to the partner by keeping key points of contact up to date with their key challenges and opportunities Identifying and evaluating partner key performance indicators and coach frontline leadership with the actionable behaviors necessary to meet the partner’s objectives Defining team performance and ensure quantitative and qualitative objectives are met, per their contract Overseeing program operations, includes hiring, onboarding, training, quality assurance, tool optimization, and team building Delivering upon the expected program-level financial results Establishing a quality-focused team culture with strong communication and adherence to the PartnerHero Core Values Identifying program issues and risks, and developing mitigation initiatives to reduce the potential impact Participating in regular program Quarterly Business Reviews with the partner’s executive leadership team Practicing heightened awareness of startup e-commerce organizations and the agility required to work within these teams Managing and mentoring staff Directly managing and mentoring frontline team supervisors and team leads Evaluating program health and taking actionable steps to ensure team member retention and engagement Performing regular 1:1’s with all direct reports, as well as skip-levels with other team members Resolving personnel issues as they arise and take appropriate actions to remedy outliers Supporting team leads and managers in establishing SMART goals and professional development Fostering a problem-solving environment demonstrating teamwork and innovation Establishing a standard and encourage the learning and sharing of best practices Crafting best practices and templates based on program needs/requirements Heavy reliability on people skills and proficiency for problem-solving What we expect from you: 5+ years as a CX Program Manager or equivalent 3+ years successfully managing teams up to 30+ associates and mentoring 3-5 frontline team supervisors Experience overseeing seasonal hiring, staffing, training, and quality control programs Proven ability to develop master schedules and shifts in accordance with service level agreements Experience optimizing and streamlining platforms such as ZenDesk, TalkDesk, Shopify, and Gsuite applications Strong understanding of how to use data to generate reports and assess the health and efficacy of a partner program Contact center proficiencies associated with skill-based routing, telephony IVR, CRM, and KB implementation and optimization If you have these additional skills that would be great (but not required!): Experience working within a brand-driven startup environment Omnichannel contact center experience and leadership (phone, email, chat, etc.) Experience leading teams impacted by seasonality and high consumer demand periods Experience in a high-stress operational group that is dependent on escalation priority and issue triage What you’ll get in return: Full time (40 hours a week) Locations: Metro Manila (WFH until safe to return to the office!) Competitive salary compensation based on experience Attractive benefits package such as medical, dental and vision (determined by location) Access to free posture-based fitness workouts from home Training opportunities provided by PartnerHero and outside entities Ability to own your career and determine your next move at PartnerHero Equipment needed to be successful in your role Company Culture is at our core Culture leads, success follows. Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions. Care for others - Cooperate, empathize, and seek opportunities to put each other first. Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments. Take ownership - Doing the right thing should come naturally. Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues PartnerHero is proud to be an equal opportunity workplace. We value diversity, inclusion, equity and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact XXXX@partnerhero.com. PRIVACY NOTICE PartnerHero is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.To understand more about PartnerHero’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here .Powered by JazzHR
Company:
Partnerhero
Posted:
June 20 on The Resumator
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