Operations Manager

Lead Operational Excellence in Outsourcing: Elevate Your Career with Emapta!

Emapta founded in 2010 by CEO Tim Vorbach is a trailblazer in outsourcing solutions revolutionizing the industry with personalized transparent services. Emapta empowers businesses to build dedicated offshore teams seamlessly integrated into their operations offering comprehensive HR support cuttingedge IT solutions and modern workspaces across 18 offices in the Philippines. With a client base of over 720 globally Emapta ensures clients maintain full control over their teams fostering a perfect synergy with their business culture. At Emapta employees enjoy aboveaverage compensation worldclass facilities continuous training and a vibrant work culture. Join Emapta to embark on a stable global career close to home where your skills contribute to international business success and personal growth.

Charting Success: Overview of the Operations Manager Role

Be part of our client s team as an Operations Manager overseeing BPO services. Lead daily operations ensure service excellence and manage client relationships. Utilize strategic planning to optimize efficiency and meet business goals. Foster a culture of improvement and innovation while ensuring compliance and budget adherence.

Responsibilities: Navigating Your Role

• Lead and manage a team of supervisors team leaders and agents to achieve operational goals.
  
• Act as the primary point of contact for clients understanding their requirements and ensuring service delivery aligns with contractual agreements and SLAs.
  
• Develop and implement operational strategies to optimize service delivery enhance efficiency and achieve business objectives.
  
• Monitor and analyze operational performance metrics identify areas for improvement and implement corrective actions or process enhancements.
  
• Ensure compliance with industry regulations data security protocols and clientspecific requirements.
  
• Drive a culture of continuous improvement and operational excellence within the organization.
  
• Collaborate with crossfunctional teams to streamline processes resolve operational issues and implement best practices.
  
• Manage operational budgets forecast expenditures and optimize resource allocation to achieve financial targets and profitability goals.
  
• Conduct regular performance reviews provide coaching and development opportunities to team members and foster a positive work environment.
  
• Stay informed about industry trends best practices and technological advancements to drive innovation and maintain a competitive advantage.
  

Requirements

Mission Critical: Your Responsibilities in BPO Leadership

• Fluent in English (C1 level required) both written and verbal.
  
• Excellent communication and interpersonal skills.
  
• Strong problemsolving abilities and attention to detail.
  
• Proven experience (3 years) as an Operations Manager or in a senior operational role within the BPO industry.
  
• Strong leadership and people management skills with the ability to motivate and inspire teams.
  
• Excellent client relationship management skills focusing on delivering exceptional service and building strong partnerships.
  
• Solid understanding of operational processes performance metrics and quality assurance principles.
  
• Strategic thinker with the ability to develop and implement effective operational strategies to achieve business goals.
  
• Exceptional communication negotiation and problemsolving skills.
  
• Ability to work effectively under pressure prioritize tasks and make informed decisions in a dynamic environment.
  
• Proficiency in MS Office suite and operational management software/tools.
  
• Education: Bachelor s degree in Business Administration Management or a related field; MBA preferred.
  

Benefits