Position Title: Ops Manager - Retail (Cebu) Onsite
Account Type: Retail
Start Date: August 15
Support Type: Voice
Work Setup: Fully Onsite in Cebu
Shift & Rest Days: 24/7 schedule
Educational Qualification: Bachelors Degree
Work Experience:
- At least 4 years of experience as an Operations Manager or Senior Group Leader in any industry preferably in retail
- Capable of managing three Assistant Managers and conducting business reviews
Key Responsibilities:
- Team Leadership & Development: Lead and mentor call center supervisors coach teams on best practices promote a culture of accountability and continuous improvement and oversee hiring coaching and staff performance.
- Performance Management & Monitoring: Track and manage KPIs performance metrics and productivity standards; analyze team and individual performance to identify trends and areas for improvement; and implement strategies to boost revenue and profitability.
- Operational Excellence & Strategy: Develop and execute strategies to enhance productivity customer satisfaction and employee engagement; evaluate team results and objectives; and continuously improve call center operations.
- Customer Service & Quality Assurance: Implement customer satisfaction initiatives resolve operational issues ensure compliance with industry regulations and quality standards and collect customer feedback for ongoing improvement.