Operations Manager

Schedule: US work hours (40+ hours per week) Location: This is a hybrid job (within Metro Manila) Qualifications: At least 3 years of proven operations management experience in a BPO environment or similar At least 1 year of experience working in the Virtual Assistant industry Excellent written and verbal English communication skills Tech-savvy and a fast learner Adaptable and flexible Environment & Technology needed for the job: Fast, reliable internet connection, fast and responsive computer, and reliable electricity Professional microphone headset or functional computer microphone equivalent Clean & professional background/audio environment for video calls with customers Benefits: People-focused company with a culture centered on community and personal growth Ability to network with executives at one of the fastest-growing companies in the US Opportunity to obtain knowledge about many industries simultaneously Remote work-friendly Avenues for rapid promotion & salary increases as the company scales Work on a 100% remote team that's spread across the globe Be a part of an early-growing customer success team at an early-stage, high-growth company Competitive compensation

Who you are:

You are a successful manager who can understand and support your team’s strengths and weaknesses and provide high-level mentoring and guidance to achieve success

You are a passionate people-person who builds strong relationships with your team, other departments, and customers

You are a problem solver who goes above and beyond to ensure that productivity is at its highest and that efficiency is observed to drive excellence

You are forward-looking and continuously strategize on how to improve quality with each account and team member you handle

You value structure and ensure that policies are well-enforced

Duties and Responsibilities include but are not limited to:

Oversee a cluster of supervisors and monitor their performance, attendance, and quality of their service outputs

Monitor all accounts and perform regular health checks to address all issues with well-informed solutions

Communicate to the talent acquisition team resources that are unstaffed and that they are assigned an account within 3 days

Keep your team updated on the status of accounts, process changes, and company announcements through weekly meetings

Provide weekly coaching to tackle quality issues and to provide constructive feedback

Create and improve incentive programs for team members to motivate them to perform well

Other weekly, monthly, quarterly ad hoc tasks as assigned

Qualifications:

Proven operations management experience in a BPO environment or similar

At least 1-year experience working in the Virtual Assistant industry

Excellent written and verbal English communication skills

Tech savvy and a fast learner

Adaptable and flexible