8 дней назад
BPO Operations Manager
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
BPO Operations Manager (Customer Service Operations): Managing customer service performance, quality, resource allocation, and continuous improvement across internal teams and BPO partners with an accent on KPI ownership, operational planning, and escalation management. Focus on translating data and team insights into corrective actions, resolving blockers across payments, KYC, and MyAccount journeys, and driving scalable improvements with AI-enabled decision-making.
Location: Manila, Philippines; hybrid way of working
Company
is a GameTech company powering Betano across 20 markets, with more than 2,700 employees from over 40 nationalities.
What you will do
- Own customer service performance and output quality across Leads, Specialists, and BPO partners.
- Ensure effective team structures, resource allocation, schedule coverage, and operational execution.
- Validate QA reviews, alerts, analyses, and initiatives against measurable customer service KPIs.
- Manage development plans, performance initiatives, feedback, documentation, and performance improvement plans.
- Act as the second-level escalation point for BPO issues and operational blockers across payments, KYC, and MyAccount customer journeys.
- Collaborate with WFM, Backoffice, QA/QC, Training, Content, and other teams to improve quality, processes, forecasting, and business continuity.
Requirements
- 3–5 years of experience in Customer Service operations.
- Proven leadership and people management experience; BPO experience is preferred.
- Strong Excel, data analysis, analytical thinking, and data-driven decision-making skills.
- Practical experience with CRM tools and the ability to structure and optimize operational models.
- Strong stakeholder management, communication, ownership, prioritization, problem-solving, and continuous improvement skills.
- Demonstrated AI-first mindset, including practical use of AI tools and assistants in daily work.
Culture & Benefits
- Hybrid way of working.
- Buddy support during onboarding.
- Competitive pay and bonus scheme.
- Developmental 360° feedback framework.
- Unlimited access to Udemy and continuous training.
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