Operations ManagerEnshored

DUTIES AND RESPONSIBILITIES:As the Operations Manager, you will be responsible for overseeing and optimizing the day-to-day operations of our business processes. This role requires a strategic thinker with a strong background in BPO operations, process improvement, and team management.Operational Leadership
Lead and manage the overall operations of the business unit, ensuring efficiency, quality, and compliance with company standards.
Develop and implement strategic initiatives to enhance operational effectiveness and meet organizational goals.
Team Management:
Supervise, mentor, and motivate a large team of Operations, Training, Workforce Management, Quality Assurance, and Business Intelligence & Reporting professionals.
Foster a positive and collaborative team culture, emphasizing continuous learning and development.
Process Improvement:
Identify and implement process improvement opportunities to streamline operations and enhance service delivery.
Work closely with cross-functional teams to drive efficiency and effectiveness in business processes.Performance Monitoring:
Monitor key performance indicators (KPIs) and key result areas (KRAs) to ensure that operational goals are met.
Utilize data and analytics to make informed decisions and drive continuous improvement.Client Collaboration:
Collaborate with clients to understand their requirements and expectations, ensuring seamless service delivery.
Establish and maintain strong client relationships through effective communication and performance reviews.OTHER RESPONSIBILITIES
Work with the Operations Director, SOM, and Department Leaders to execute strategic projects.
Oversee and direct daily business operations for optimum efficiency.
Perform weekly meetings with operations staff to discuss metrics and deliverables.
Submit business reviews and reports to Enshored's leadership team and clients as needed.
Set operational goals, objectives, and develop strategies to meet client SLAs (productivity, quality).
Gather, review, and analyze reports, records, and data to ensure that all quality, efficiency, and productivity standards are met.
Work with Enshored team members to support organic growth.
Must be able to foster a positive and productive work environment, with the ability to lead, build teams, and motivate staff.
Frequently evaluate and analyze business productivity and performance.
Consult, report, and collaborate with Enshored's Operations Director, COO, CAO, and CEO about company operations.Required Qualifications & Skills
At least 2 years of experience as an Operations Manager or 5 years of experience as a Senior Team Leader/Team Manager handling Team Leaders.
Preferably has experience managing different support channels (chat, email, voice, back office).
Must have expertise in coaching and mentoring.
Must have in-depth knowledge about root cause and data analysis.
Strong presentation and storytelling skills.
Work setup: Must be willing to work Onsite in Lahug, Cebu
Salary Package: Confidential
Start Date: Can start on June 1 , 2025Preferred Skills
Experience designing onboarding for 24/7 support teams
Background in adult learning theory or instructional design
Familiarity with LMS platforms (e.g., Lessonly, Docebo)
Proficiency with video editing or screen recording tools for remote training
Enshored

Cebu City, Cebu
Permanent
Full-time