BPO Operations Manager - Cagayan De Oro City - SupportZebra

    SupportZebra
    SupportZebra Cagayan De Oro City

    9 oras ang nakalipas

    ₱600,000 - ₱1,200,000 (PHP) bawat taon * Upper Management / Consulting
    Paglalarawan

    Job Summary:

    We seek a highly motivated and experienced BPO Operations Manager to oversee multiple accounts and be the primary point of contact for client relationships. This role requires a strategic thinker who excels in client-facing interactions, account management, and cross-functional team coordination to ensure client satisfaction and account growth.

    Key Responsibilities:

    Client Relationship Management:

    • Serve as the primary contact for all client communications, ensuring high responsiveness and professionalism.
    • Build and maintain strong, long-lasting client relationships by understanding their business needs and objectives.
    • Conduct regular meetings with clients to review performance, address concerns, and identify opportunities for improvement or expansion.

    Account Oversight:

    • Manage multiple accounts to ensure each operates smoothly and achieves its set performance metrics.
    • Monitor account health by tracking KPIs such as CSAT, SLAs, and operational efficiency.
    • Address escalations promptly and provide resolutions to maintain client trust and satisfaction.

    Team Collaboration:

    • Coordinate with operations teams to ensure service delivery aligns with client expectations.
    • Provide feedback and direction to team leaders and agents based on client requirements and feedback.
    • Partner with HR and training departments to onboard and upskill team members.

    Strategic Planning and Growth:

    • Identify and pursue opportunities for account growth, including upselling and cross-selling services.
    • Develop and execute account strategies to meet client goals and company objectives.
    • Prepared and presented performance reports, business reviews, and proposals to clients.

    Process Improvement:

    • Collaborate with internal teams to streamline processes and improve service delivery.
    • Serve as a liaison between clients and internal departments to ensure seamless communication and the effective implementation of changes.

    Qualifications:

    • Proven experience as an Operations Manager in a BPO environment, handling multiple client accounts.
    • Strong client-facing and communication skills, with the ability to present and negotiate effectively.
    • Solid understanding of BPO processes, metrics, and industry best practices.
    • Exceptional organizational and multitasking abilities to manage priorities across several accounts.
    • Proficiency in using CRM tools and other account management platforms.
    * Ang saklaw ng suweldo na ito ay isang pagtatantya na ginawa ng beBee
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