Read by 179 job seekers.

Pasig, Philippines

This role is responsible for managing the over-all health of the project in terms of stakeholder management, staffing, performance and continuous improvement which has direct impact to the over-all client and employee satisfaction.

Duties and Responsibilities:

Will oversee and direct the activities of a number of projects assigned
Oversee and manage Project KPIs such as: CSAT, Quality, Staffing, and Service Level
Develop individual and team goals as well as to implement plans in order to carry out the objectives
Lead, manage, motivate and develop Operations Manager(s) assigned to him to drive operational excellence, sustain employee engagement and initiate and develop continuous process improvement
Ensure that everyone is in compliance with all established policies and procedures
Will be the project lead for client management and communication
Oversee the timely resolution of client requests and escalations
Complete tasks delegated/assigned by the Player Support Manager
Create development plans for the team members under his project and support them with their professional growth
Responsible for creating invoices and the over-all financial health of projects assigned
Other tasks that maybe required from time to time

Requirements

Technical Skills:

With working knowledge on several tools, such as MS Office, Tableau, Power BI, GSuite, etc.
Must have strong analytical skills
With ability to create financial and performance report for clients and stakeholders
Must have knowledge on advance Google Sheet formulas
Strong focus on continuous improvement and operational optimization

Behavioral Skills:

Excellent communication skills–spoken and written
Strong analytical skills
Organizational skills
Strong client management skills
Keen observer
Can resolve conflicts efficiently

Work/Educational Experience:

3 years OM experience in a BPO setting
Relevant hands-on P&L experience
Bachelor's degree of any relevant course; or High School Degree / General Education Diploma

Benefits

Our team members are our most valuable resource; therefore, we provide them with a competitive compensation package commensurate with skills and experience, excellent benefits, high level of job satisfaction and a casual and fun work environment.

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