bpo Operations team lead (non-voice)CoreBridge Solutions

Location: Cebu IT Park Office
Type: Full-Time, Onsite, Night Shift
Salary: ₱55,000 Base Salary, with potential for salary increases and quarterly bonuses based on KPIs, overall team performance, and client satisfaction scores.
Job Description:
As the Operations Team Lead at CoreBridge Solutions, you'll play a pivotal role in our team, delivering advanced outsourcing solutions to our US clients in the legal, medical, and financial sectors. Your responsibilities include developing and executing operational strategies for your team, ensuring effective collaboration, and optimizing processes. You will also work alongside our team in Colombia, particularly on projects involving the same client or similar goals. Effective management across different time zones and cultures will be key. Joining CoreBridge offers an opportunity to immerse yourself in a dynamic environment that fosters innovation and values every team member's contributions, both in the Philippines and globally.
Key Responsibilities:
Team Management and Development: Lead and develop a team of 10-15 members, focusing on operational excellence and client services.
Operational Strategy and KPI Implementation: Craft and implement KPIs to enhance team effectiveness and quality.
Coaching and Team Meetings: Conduct regular coaching sessions and team meetings, emphasizing process optimization and client service excellence.
Client Escalation Management: Handle client-related escalations effectively, ensuring high standards of service and resolution.
Interdepartmental Collaboration: Work with various departments to continuously improve processes and client outcomes.
Operational Expertise: Maintain deep knowledge of procedures and provide expert advice.
Data-Driven Efficiency: Utilize analytics to refine strategies and improve efficiency in services.
Performance Reporting: Analyze team performance and provide reports on efficiency and client service outcomes.
Upholding Quality and Service Standards: Emphasize the importance of meeting operational and service level standards.
Professional Development and Feedback: Lead by example in professionalism and performance; foster an environment of continuous improvement and feedback.
Requirements:
Proven Team Management Experience: Demonstrated ability in managing and motivating a team in an operational, client-focused environment, including experience managing 8 or more direct reports.
Experience: Minimum of 5 years in the sector, with a significant portion dedicated to operational management.
KPI and Performance Analysis: Skilled in developing, implementing, and analyzing KPIs for operational optimization.
Communication Skills: Strong ability to communicate effectively with a client-first approach.
Adaptability and Multitasking: Capable of adapting to changing schedules and managing multiple tasks efficiently.
Client Service Background: Solid experience in client services, preferably for US companies in the legal, financial, or related sectors.
Analytical and Problem-Solving Skills: Strong analytical abilities and a solution-oriented mindset for operational challenges.
Education and Training: Bachelor's degree in business, management, or a related field; additional training or certifications in management are a plus.
Language Skills: Proficiency in English is essential; Spanish language skills are a plus.
Sector Experience: Experience in legal or financial operations is beneficial.
Technology Proficiency: Familiarity with service software and tools and ability to quickly adapt to new technologies.
Benefits:
Comprehensive HMO coverage after three months, including two dependents.
12 days of Service Incentive Leave after the initial three months.
Full government-mandated benefits (SSS, PhilHealth, Pag-Ibig).
13th-month pay and comprehensive maternity/paternity leave.
Additional 10% Night Differential for hours worked between 10 PM and 6 AM.
Professional development and career growth opportunities.
About Our Company:
CoreBridge Solutions, a pioneering firm in outsourcing solutions for U.S. companies, offers an exciting opportunity in Cebu City. We're dedicated to fostering a workplace that values innovation, collaboration, and professional growth.
Application Process:
Interested candidates can apply by sending their resume and cover letter. The selection process will include an initial screening of applications, followed by interviews for shortlisted candidates.
Powered by JazzHR
Corebridge Solutions

Cebu City, Cebu
₱55,000 per month
Permanent
Full-time