Service Delivery Manager 2 years Senior Operations Manager BPO

Davao city, Davao del Sur

Posted today


Company:: BPO-services
Company Description:: Customer Interaction: Handle inbound and outbound customer calls, emails, and chats with professionalism and empathy. Issue Resolution: Address customer concerns, troubleshoot problems, and provide effective solutions to ensure a positive customer experience. Product/Service Knowledge: Develop a deep understanding of our products/services to provide accurate information and support to customers. Documentation: Maintain detailed and accurate records of customer interactions, transactions, and issue resolutions. Team Collaboration: Work collaboratively with team members and other departments to achieve overall customer satisfaction goals. Adherence to Policies: Follow established procedures and guidelines to ensure compliance with company policies and industry standards. Continuous Improvement: Provide feedback on processes and suggest improvements for better efficiency and customer satisfaction. Requirements: High school diploma or equivalent; some college education preferred. Excellent communication skills in [language(s) required]. Previous customer service experience in a BPO or related industry is a plus. Ability to adapt to a fast-paced and ever-changing work environment. Strong problem-solving skills and a customer-centric mindset. Benefits: Competitive salary and performance-based incentives. Comprehensive training programs. Career growth opportunities within the organization. Health and wellness benefits. Positive and collaborative work culture. Join our team and be part of a dynamic BPO environment committed to delivering outstanding customer service! Apply now to embark on a rewarding career journey.
Contract Type:: Full Time
Experience Required:: 3 to 4 years
Education Level:: Bachelor’s Degree
Number of vacancies:: 5

Job Description

Service Delivery Manager
Primary Responsibilities

Primary Responsibilities 100% VOICE ACCOUNT • Manage and be accountable for professional employees and/or supervisors • Coordinate and supervise daily/weekly/monthly activities of team members • Set priorities for the team to ensure task completion and performance goals are met • Coordinate work activities with other supervisors, managers, departments, etc. • Identify and resolve operational problems using defined processes, expertise and judgment • Provide coaching, feedback and annual performance reviews as well as formal corrective action This role is equally challenging and rewarding. You'll need to stay positive at all times especially in difficult situations. You'll be asked to mentor, challenge and communicate effectively with all different types of people.  ***Will handle 500+ HC Knowledge of call center systems such as CMS, IEX, CTI and TCS Understanding of call center performance metrics and measurements
Skillsets Required/Qualification
***College Graduate (Non-Negotiable) ***At least 2 years Senior Operations Manager under a BPO Voice International Account ***Experience in handling a team headcount of at least 300+ FTEs Preferably with Six Sigma Certification
Site
Davao (6F The Uprise, Felcris Centrale Mall, Quimpo Blvd. Davao City)

Salary
Up to PHP 150,000 Basic Salary *RRP - 20% *Relocation Allowance : PHP 50,000 (for approval)