Metro Manila, National Capital Region, Philippines
Seasoned Operations Leader with over 20 years of success in the BPO industry, leading inbound and outbound operations across multi-site environments. A Certified Behavioral Analyst and Lean Six Sigma Black Belt, with a strong focus on leveraging behavioral insights and data-driven strategies to drive operational excellence. Recognized for developing high-performing teams by nurturing individual strengths and cultivating leadership at every level. A strong advocate for continuous improvement, talent empowerment, and a performance-driven culture. Over the past five years, the team delivered 40% total revenue growth through strategic process optimization, workforce enablement, and aligned multi-site execution. Key operational KPIs—AHT, FCR, QA scores—consistently improved, while Net Promoter Score (NPS) rose by more than 25 points, reflecting both customer satisfaction and frontline engagement.
Responsible for developing and executing the operations strategy to achieve the desired financial results and corporate objectives. Managing Call Centre Operations employees, maximizing employee productivity, accountability and effectiveness. Job Functions: • Develop and be accountable for the achievement of measurable financial and operational success indicators. • Design methods to ensure integration across various departments to support strategic change or improvement in operations. • Develop processes to plan, manage, execute, and communicate specific sales initiatives. • Maintain current knowledge of industry trends, innovations and customer adoption and behavior to anticipate and proactively meet customer needs. • Review strategies quarterly. Revise strategies as necessary - • Ensure the delivery of excellent service, responding effectively across all segments. • Collaborate with other managers within the channel to ensure market intelligence is shared and leveraged. • Develop and maintain an excellent relationship with all internal partners and cross-functional lines of business. • Recruit, lead, manage and develop a diverse team of employees using effective training, performance assessment, and coaching techniques. • Set appropriate context and establish performance metrics/monitoring for direct reports, establishing an effective framework for monitoring results. • Ensure adherence and compliance with company policies and procedures related to internal governance and regulations, particularly those established by law.
Oversees day-to-day operations to support the growth and add to the bottom line of an organization. Focusing on strategic planning and goal-setting, and direct the operations of the company in support of its goals by measuring progress and adjusting processes accordingly.
• Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning. • Manage and increase the effectiveness and efficiency of Support Services (HR, Finance, Sales Procurement and Logistics), through improvements to each function as well as coordination and communication between support and business functions. • Play a significant role in long-term planning, including an initiative geared toward operational excellence. • Oversee overall financial management, planning, systems and controls. • Management of agency budget in coordination with the Executive Director. • Development of individual program budgets • Invoicing to funding sources, including calculation of completed units of service • Disbursement of checks for agency expenses. • Regular meetings with Executive Director around fiscal planning. • Supervise and coach office manager on a weekly basis.
• Assigned in planning and executing customer service functions. • Plan, coordinate and assign daily workload to customer service and technical support team • Supervise team in providing excellent and outstanding services to customers. • Ensure that team addresses customer inquiries and concerns promptly and professionally. • Assist in resolving employee concerns and developing customer focused environment. • Organize job training to team to meet departmental objectives. • Ensure that the team follows company policies and procedures • Assist in employee recruitment, training, disciplining, performance evaluation, promotion and termination activities. • Resolve escalated and complex customer issues on-time. • Provide back-up assistance to team members when needed. • Deliver world class services to ensure customer satisfaction. • Anticipate customer needs and deliver timely response to meet their expectations. • Identify and resolve problems that affect customer service quality and efficiency. • Recommend best practices to meet service level agreements and improve customer satisfaction. • Handle high volumes of customer calls and should work well under pressure.