Senior Operations Manager - Player Engagement (Internal Recruitment)

This role is responsible for managing the over-all health of the project in terms of stakeholder management, staffing, performance and continuous improvement which has direct impact to the over-all client and employee satisfaction.

Duties and Responsibilities:

• Will oversee and direct the activities of a number of projects assigned
• Oversee and manage Project KPIs such as: CSAT, Quality, Staffing, and Service Level
• Develop individual and team goals as well as to implement plans in order to carry out the objectives
• Lead, manage, motivate and develop Operations Manager(s) assigned to him to drive operational excellence, sustain employee engagement and initiate and develop continuous process improvement
• Ensure that everyone is in compliance with all established policies and procedures
• Will be the project lead for client management and communication
• Oversee the timely resolution of client requests and escalations
• Complete tasks delegated/assigned by the Player Support Manager
• Create development plans for the team members under his project and support them with their professional growth
• Responsible for creating invoices and the over-all financial health of projects assigned
• Other tasks that maybe required from time to time

Requirements

Technical Skills:

• With working knowledge on several tools, such as MS Office, Tableau, Power BI, GSuite, etc.
• Must have strong analytical skills
• With ability to create financial and performance report for clients and stakeholders
• Must have knowledge on advance Google Sheet formulas
• Strong focus on continuous improvement and operational optimization

Behavioral Skills:

• Excellent communication skills–spoken and written
• Strong analytical skills
• Organizational skills
• Strong client management skills
• Keen observer
• Can resolve conflicts efficiently

Work/Educational Experience:

• 3 years OM experience in a BPO setting
• Relevant hands-on P&L experience
• Bachelor's degree of any relevant course; or High School Degree / General Education Diploma

Benefits

Our team members are our most valuable resource; therefore, we provide them with a competitive compensation package commensurate with skills and experience, excellent benefits, high level of job satisfaction and a casual and fun work environment.