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/