Job Information
Support Services Group Operations Manager | Local Account in Pasig City, Philippines
Support Services Group (SSG) is a global leader in providing business process outsourcing (BPO) solutions for customer support, technical assistance, and back-office functions. We are committed to delivering world-class service and innovative solutions that drive client success.
We are seeking a dynamic and motivated Junior Operations Manager to join our growing team. The ideal candidate will assist in managing day-to-day operations, drive process improvements, and ensure service excellence. This role offers the opportunity to collaborate with cross-functional teams, develop leadership skills, and contribute directly to client and company success.
Key Responsibilities:
Assist in planning, coordinating, and overseeing daily operational activities.
Monitor key performance indicators (KPIs) to ensure targets are met and identify opportunities for improvement.
Support team leaders in coaching and developing team members to maintain high performance levels.
Collaborate with the senior operations manager to implement and enforce policies and procedures that enhance productivity and quality.
Analyze operational data to generate reports and present findings to stakeholders.
Maintain open communication with clients to address concerns and ensure satisfaction with service delivery.
Participate in strategic planning for process enhancements and workforce management.
Ensure compliance with company standards, policies, and industry regulations.
Required Skills & Qualifications:
Bachelor's degree in business administration, Operations Management, or related field (or equivalent experience).
3+ years of experience in an operations, supervisory, or support management role, preferably in a BPO or customer support environment.
Strong problem-solving skills and a proactive approach to identifying challenges and solutions.
Excellent communication and interpersonal skills for both internal teams and external clients.
Proficiency in operational reporting, data analysis, and performance monitoring tools.
Ability to work in a fast-paced environment and manage multiple priorities.
Leadership qualities with the ability to inspire and motivate teams.
Preferred Qualifications:
Experience with process improvement methodologies (e.g., Lean, Six Sigma).
Familiarity with CRM systems and customer support platforms.
Project management experience is a plus.
What We Offer:
Competitive salary and benefits package
Professional development and growth opportunities
A collaborative and supportive work environment
Support Services Group is an award-winning global CX solutions company who creates amazing experiences for the world's best brands and their customers. We're an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.