Operations Manager at ISTA Solutions Inc

Mandaluyong, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

25 Jun, 26

Salary

0.0

Posted On

27 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Operational Management, Performance Monitoring, Client Management, Team Leadership, Quality Assurance, Strategic Planning, Reporting, Analysis, Problem Resolution, Process Improvement, Staffing, Resource Allocation, SLA Management, KPI Tracking

Industry

Outsourcing and Offshoring Consulting

Description

ISTA Solutions, an outsourcing/offshoring company, is in search of an experienced Operations Manager to join our rapidly expanding team. As a member of our team, you will have the opportunity to work with highly skilled professionals, who prioritize employee satisfaction and work-life balance. At ISTA Solutions, we pride ourselves on creating a culture focused on long-term success and life-long learning. We're looking for a team player who is ready to contribute to our mission, just like you! The Operations Manager will be responsible for overseeing the smooth operation of call center activities for multiple accounts, ensuring high-quality service delivery, and driving performance improvements. Roles and responsibilities: Operational Management: Manage daily operations across multiple client accounts, ensuring that all processes and workflows are efficient and effective. Oversee scheduling, staffing, and resource allocation to meet client needs and service level agreements (SLAs). Performance Monitoring: Track and analyze key performance indicators (KPIs) and service metrics for each account. Identify areas for improvement and implement strategies to enhance performance and efficiency. Client Management: Serve as the primary liaison between the call center and clients, addressing any concerns or issues promptly. Ensure that client expectations are met and exceeded, maintaining strong relationships and high levels of satisfaction. Team Leadership Lead and motivate call center supervisors, agents, and other team members. Provide guidance, training, and support to ensure that team members are effective and engaged. Quality Assurance: Implement and monitor quality control processes to ensure that service standards are upheld. Conduct regular audits and evaluations of call center interactions and provide feedback for improvement. Strategic Planning: Develop and execute strategies to optimize account performance and achieve client goals. Work with clients to understand their evolving needs and adjust operational plans accordingly. Reporting and Analysis: Prepare and present detailed reports on account performance, including metrics, trends, and areas for improvement. Use data-driven insights to make informed decisions and drive continuous improvement. Problem Resolution: Address and resolve complex issues or escalations that arise, both internally and with clients. Implement corrective actions and preventive measures to avoid future problems. Process Improvement: Continuously assess and refine operational processes to enhance efficiency and effectiveness. Implement best practices and innovative solutions to improve service delivery and client satisfaction. At least 2 years as a Senior Team Leader or Operations Manager Handling multiple accounts is an advantage Must have experience in the healthcare industry Excellent communication and presentation skills Amenable to work ONSITE daily, both Makati and Mandaluyong sites to support What can we offer you? Competitive salary and benefits Health Insurance with free dependents* 10%-night differential Attendance Bonus Paid time off Convertible to cash leave credits Performance Appraisal Work-life balance A focus on growing your career path with us We encourage you to follow your passions and learn new skills Our commitment to you Strong culture and values-driven leadership We create opportunities for you to learn and grow at any stage of your career Continuous learning and innovation We foster an all inclusive environment where everyone thrives

Responsibilities

The Operations Manager will oversee the smooth operation of call center activities across multiple client accounts, focusing on efficient workflows, scheduling, and resource allocation to meet service level agreements. Key duties include tracking performance metrics, leading teams, ensuring quality assurance, and developing strategies for account optimization.