Job Summary:
Reporting directly to the Head of Operations, the Operations Manager is pivotal in ensuring the efficient and customer-centric operation of our contact center. Responsible for overseeing workforce management, the role entails maintaining productivity, sustainability, and compliance. With a focus on managing accounts, addressing personnel concerns, and ensuring strict adherence to performance metrics, the ideal candidate brings a minimum of 5 years of operations management experience, preferably in a BPO setting. Proficiency in computer skills, strong oral and written English proficiency, and the ability to handle personnel disciplinary matters are essential. Additionally, the candidate should demonstrate exceptional planning, project management, client servicing skills, and strong leadership abilities, including coaching and motivating Team Leads. Flexibility to work night shifts and a commitment to fostering a positive work environment are vital for success in this role. Manage all accounting operations including Billing, A/R, A/P, GL , Cost Accounting, Inventory
Key Responsibilities:
- Lead the daily operations of the contact center, ensuring strict adherence to service level agreements (SLAs) and achievement of performance metrics.
- Develop and implement strategies to optimize operational efficiency, including workforce planning, staffing, and scheduling.
- Monitor and analyze key performance indicators (KPIs) to identify trends, areas for improvement, and opportunities for cost reduction.
- Collaborate with cross-functional teams to implement process improvements and drive operational excellence.
- Provide leadership and guidance to a team of contact center agents, supervisors, and support staff, including coaching, mentoring, and motivating Team Leads to achieve their goals.
- Conduct regular performance evaluations, provide constructive feedback, and develop action plans to support the professional growth of team members.
- Foster a positive and inclusive work environment that promotes employee engagement and team collaboration.
- Develop and maintain strong relationships with clients, ensuring their needs are met and exceeded consistently.
- Prepare and deliver regular reports on operational performance, highlighting achievements, challenges, and areas for improvement.
- Stay abreast of industry trends, best practices, and emerging technologies to drive continuous improvement initiatives.
Education and Minimum Skill Requirements:
- Bachelor’s degree or higher qualification.
- Proficiency in English and Filipino languages.
- Minimum of 5 years of relevant work experience in operations management, preferably in a BPO environment.
- Strong leadership skills with experience in leading and motivating teams, including team leads.
- Excellent communication and interpersonal skills.
- Proficiency in computer skills and data analysis.
- Ability to work on shifting schedules, primarily night shifts.
- Willingness to be based in Davao City
- Full-time availability.
What We Offer:
At FGC+, we believe that every person yearns to fulfill their potential. “Igniting possibility” is our brand essence, it recognizes that work can be a great catalyst for personal and professional growth. By creating an environment of support and inspiration, we enable people to realize their true capabilities and to make work a source of fulfillment and sustainable success.
We offer more than just a job; we provide a nurturing environment where work-life balance, mentorship, employee engagement, and continuous learning are the pillars of your success — not to mention a market competitive total compensation/rewards package including:
- Day 1 HMO
- Competitive base pay with incentives and allowances
- Payment of all statutory government benefits
- 25 days of annual paid leave
- 13th month pay
- Onsite medical support
- Skills and training development programs
- Employee Engagement Events
- Employee Referral Program
EEO Statement:
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Third-Party Agency Notice:
FGC+ will not accept any unsolicited resumes from any third-party recruiting agencies, either domestic or international. FGC+ nor its subsidiaries/LE’s will be responsible for any fees from the use of any unsolicited resumes either through our ATS or via electronic mail systems from any agency.
