Operations Manager

  • Bonifacio Ave, Taguig, Metro Manila, Philippines
  • Full-time
  • Legal Entity: Bosch Service Solutions Inc.

Company Description

Established in 1985 as a monitoring center and provider of communication services, Bosch Service Solutions today ranks among the leading international providers of Business Process Outsourcing services. Employing more than 4,000 associates in Europe, Asia and South America, Bosch Service Solutions provides and optimizes business processes for our customers.

Job Description

* Take responsibility: Motivate a team of team leaders to achieve customer satisfaction for our customers, act as daily team steering, and provide continual evaluation of processes & procedures. Act as an escalation point for team leaders to provide quality service to customers

* Reliable implementation: Establish work procedures and processes that support the company and client’s standards, procedures and strategic directives, create and maintain a high-quality work standards reducing processes errors and increase work efficiency, Deliver client KPI and meet SLAs

* Experience cooperation: Conducts team meetings, huddles and coaching to update the Team on best practices, continuing expectations, and recognition & performance issues. Conduct performance reviews and Business Review Meetings with clients

* Networked communication: Build relationships with key customers; Provide performance feedback & coaching on  a regular basis

* Structured evaluation: Generate and share detailed and comprehensive reports about team performance, challenges and future plans

Qualifications

* Personality: positive attitude, good conduct, strong sense of responsibility, interpersonal skills, flexibility, values integrity

* Working practice: provide constructive feedback and support, high degree of client focus, strong command in leadership, analytical, excellent productivity record, advance PC Skills (MS Office applications)

* Experience and knowledge: 3 to 5 years Operations Manager or Client Service Manager experience in a BPO set-up, or related industry; coaching and staff development experience; Experience in Voice  & Back-office account processes an advantage

* Languages: strong verbal and written English communication skills; Business English

* Education: Bachelor’s degree in  Business Management, Business Administration, or any related field

* Schedule:  shifting schedule, amenable working weekends and holidays

Additional Information

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