Operations Manager | sales b2bFull Potential Solutions, Inc

As an Operations Manager, you would be responsible for a wide spectrum of responsibilities and must be able to multitask with ease and proficiency.
You will oversee and drive the performance and continuously improve overall client experience and results.
You will drive the efficiency and profitability of a core program/LOB while also ensuring there is successful execution in the interconnected operations across the enterprise.
This includes creating a world-class set of delivery centers which translate into a premium client experience, loyalty, and retention in a way that maximizes customer and shareholder value.
Ensures achievement of service levels, key performance indicators, business objectives and financial targets stipulated by the primary client in conjunction with FPS through active coordination with various Operations and Support teams (i.e. Quality, Training, Human Resources, I.T., etc.)
Establishes policies, procedures, product and service standards to ensure quality and efficiency as well as compliance with regulations and company policy
Partner with site leadership to ensure compliance with operational governance and business strategy including performance management, incentive management, coaching effectiveness, and employee retention
Strong time management, organizational, problem solving and analytical skills with proven ability to turn findings into executable plans to meet business objectives
Minimum 10+ years of experience in the call center industry; 5+ years at a managerial level
Candidate must have a very strong Operations Dialer and Sales Outbound managerial experience as the gatekeeper.
Proven track record in managing an operation with a minimum of 200 FTEs in a Customer Service or Sales
Solid experience in scaling an operation over time, which includes recruitment & change management processes
Proven record of financial/business management, including management of multi-million dollar P&L
Humble but assertive; pro-active; solution-oriented; problem-solving skills; great coach
Objective and data-oriented, exposure to concepts such as Six Sigma, LEAN (preferable)
Strong leadership and people management skills
Work from Home
Mid-Senior Level / Manager Customer Service Business Process Outsourcing 1 opening Bachelor's degree graduate
Full Potential Solutions (FPS) is a performance-based outsourcing firm with operations in Kansas City, MO, Chennai, India and Manila that puts culture and employees first. We employ the best people, processes and proprietary technology available to deliver multichannel solutions for our clients and fulfilling careers for our employees. FPS is a rapidly growing, global company. We invest in our people and put culture first because we believe that happy, fulfilled teams achieve great things! FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program; medical, dental and vision benefits; and the opportunity for high potential career growth with a fast-growing company. We are committed to creating a culture where our people can succeed and reach their full potential, because we believe that if you put people first, you drive great results.Our Core Values:Integrity - Do what's right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respectExcellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvementAccountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionateGrace - Respect and appreciate differences, Care for one another, Humility, Make work personal Our Mission: To create conditions within which people can thrive!Interested? We're Hiring! We're looking for smart, driven and talented people at all levels to join our rapidly growing team here in Kansas City, Missouri, USA; Chennai, India, and Manila, Philippines.
Kalibrr

Pasig City, Metro Manila
Permanent
Full-time