Description The Delivery Operations role in a Business Process Outsourcing (BPO) company ensures seamless execution of client services, meeting operational objectives, and delivering high-quality customer experiences. This role involves overseeing daily operations, managing resources, and maintaining performance standards to align with company and client goals. Key Responsibilities:

• Operational Management:
• Oversee end-to-end service delivery processes, ensuring adherence to service level agreements (SLAs), key performance indicators (KPIs), and client expectations.
• Monitor and manage day-to-day operations, including workflow management, quality assurance, and escalations.
• Team Leadership & Development:
• Lead, mentor, and develop teams to ensure optimal performance and continuous growth.
• Conduct regular performance reviews and provide coaching to improve team productivity and engagement.
• Client & Stakeholder Management:
• Act as the primary point of contact for client interactions, fostering strong relationships and ensuring client satisfaction.
• Collaborate with internal and external stakeholders to address concerns, implement solutions, and drive process improvements.
• Process Improvement:
• Identify operational inefficiencies and develop strategies for continuous improvement.
• Implement best practices and innovative solutions to enhance productivity and service delivery.
• Reporting & Analysis:
• Prepare and present operational reports, including performance metrics, trends, and improvement plans.
• Analyze data to identify patterns and recommend actionable insights for enhanced decision-making.

Qualifications:

• Proven experience in a BPO or related industry with a focus on operations management.
• Strong leadership, organizational, and communication skills.
• Ability to manage multiple priorities and work in a fast-paced, dynamic environment.
• Proficiency in data analysis, reporting, and operational tools.
• Experience in client and stakeholder management.

Key Competencies:

• Customer-centric mindset
• Analytical and problem-solving skills
• Effective time management
• Collaborative approach
• Process-driven with a focus on continuous improvement

#LI-DNI Location: PHL Quezon City - Tera Tower 1st Floor Language Requirements: Time Type: