Senior Operations Manager - (Onsite Cebu City)

Position Location: This position will require you to work onsite located at Lexmark Plaza 3, Cebu Business Park, Corner of Samar Loop, Cebu City, Philippines. 

At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our can-do culture works together to make the ordinary exceptional.

Are you an experienced leader with 7+ years of call center experience? Have you supported US Clients with customer care? Are you located in Cebu? We are hiring a Senior Operations Manager to oversee and manage our Voice line of business for our Telecom Operations in Cebu. If you are ready to take your BPO career to the next level, don't miss this great opportunity - APPLY TODAY! 

ESSENTIAL FUNCTIONS:

• Manages the client relationship ensuring customer satisfaction.
• Establishes operational objectives and work plans, and delegates assignments to subordinate managers.
• Develops systems and services that support services and business unit needs; provides leadership and focus in area of expertise.
• Provides budget analysis, labor planning, problem resolution and coordination of activities between client and company personnel.
• Profit and loss responsibility and overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods for the business unit
• Develop and subsequently implement new projects, policies and procedures for the department(s) to meet specific goals.
• Formulates and implements procedures on operational processes; ensures operations; effective achievement of objectives.
• Prepares related reports and audits current procedures to monitor efficiency of operations.
• Ensures that business practices are performed in accordance with Company policy, procedure and applicable federal, state, and local laws and regulations.
• Ensures employee conformance to established policies and practices.
• Selects, develops, and evaluates personnel ensuring efficient operation of the function.
• Plans, manages, and controls the day-to day activities of a team that provides operational support for a business unit or group in a non-manufacturing environment.
• Establishes operational objectives and work plans, and delegates assignments to subordinate managers.

REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor's Degree required, preferred in Business Management or related operations or service delivery specialization.
• Minimum 7+ years of proven leadership experience, including managing high-level operations in a service delivery organization.
• Successful experience managing teams in either a sales, operations or service delivery capacity required.
• Excellent written, verbal communication and negotiations skills· Proficient in metrics utilization and analysis
• Demonstrated ability to innovate solutions to problems with keen problem solving skills
• Required to build and create a culture of trust, accountability, performance and mutual respect among peers, subordinates and all stakeholders
• Ability to motivate and mentor others toward a tactical initiatives and strategic objectives.
• Strong use of Microsoft Office suite and productivity tools, including analytical skills.
• Demonstrated experience in planning operations and management of budgets.
• Demonstrated ability to work effectively within a global and local network and support execution through geographically dispersed organization.
• Experience working in a matrix organization and integrated reporting structure.
• Ability to demonstrate deep domain knowledge and build and maintain confidence in client and internal stakeholder leads
• Ability to travel locally across sites and internationally as may be required
• Position requires alignment and fit with corporate culture that takes care of our people and clients, commitment and pride in all we do.

BENEFITS AND PERKS: 

• Competitive Salary Range: (based on experience)
• Stable Full-Time Employment & Addtional Allowances
• Insurance & Other Company Benefits
• Fun, Healthy Work Environment

About Continuum Global Solutions, LLC 

Continuum Global Solutions’ customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at www.continuumgbl.com. 

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.