6 дней назад
Occupier Services Manager (BPO)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Occupier Services Manager (BPO): Overseeing day-to-day BPO operations in Manila with an accent on team leadership, KPI and SLA management, client satisfaction, and service quality. Focus on optimizing operational processes, managing performance across large teams, addressing service-level risks, and supporting business continuity.
Location: Manila, Philippines
Company
develops real estate software designed to support thriving communities and improve client experiences.
What you will do
- Lead Team Leaders and frontline agents across assigned BPO accounts or programs.
- Manage operational KPIs including productivity, quality, attendance, AHT, CSAT, and SLA compliance.
- Develop and optimize processes to improve operational efficiency and performance.
- Partner with Quality, Training, Workforce Management, and HR to address performance gaps.
- Conduct performance reviews, coaching sessions, and talent development plans.
- Manage client communications, operational reviews, escalations, and business continuity activities.
Requirements
- Bachelor’s degree in Business Administration, Management, or a related field is preferred.
- 5–7 years of BPO experience, including 2–3 years in an Operations Manager or similar leadership role.
- Experience managing large teams of 10 or more FTEs across voice, non-voice, or blended accounts.
- Strong knowledge of BPO metrics, workforce management, and performance analytics.
- Experience working with international clients in the US, Australia, the UK, or similar markets.
- Strong written and verbal English communication skills and willingness to work shifting schedules, night shifts, weekends, and holidays.
Culture & Benefits
- HMO coverage, including dependents where applicable.
- Paid time off and Philippine government-mandated benefits.
- Competitive salary and performance-based incentives.
- Career growth opportunities within a growing BPO organization.
- People-first culture with diversity, equity, inclusion, and employee resource initiatives.
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