Easter Seals Jobs

Job Title:

2025 XTRA CHANNEL SNL

Job Description

The Delivery Operations role in a Business Process Outsourcing (BPO) company ensures seamless execution of client services, meeting operational objectives, and delivering high-quality customer experiences. This role involves overseeing daily operations, managing resources, and maintaining performance standards to align with company and client goals.

Key Responsibilities:

• Operational Management:

• Oversee end-to-end service delivery processes, ensuring adherence to service level agreements (SLAs), key performance indicators (KPIs), and client expectations.

• Monitor and manage day-to-day operations, including workflow management, quality assurance, and escalations.

• Team Leadership & Development:

• Lead, mentor, and develop teams to ensure optimal performance and continuous growth.

• Conduct regular performance reviews and provide coaching to improve team productivity and engagement.

• Client & Stakeholder Management:

• Act as the primary point of contact for client interactions, fostering strong relationships and ensuring client satisfaction.

• Collaborate with internal and external stakeholders to address concerns, implement solutions, and drive process improvements.

• Process Improvement:

• Identify operational inefficiencies and develop strategies for continuous improvement.

• Implement best practices and innovative solutions to enhance productivity and service delivery.

• Reporting & Analysis:

• Prepare and present operational reports, including performance metrics, trends, and improvement plans.

• Analyze data to identify patterns and recommend actionable insights for enhanced decision-making.

Qualifications:

• Proven experience in a BPO or related industry with a focus on operations management.

• Strong leadership, organizational, and communication skills.

• Ability to manage multiple priorities and work in a fast-paced, dynamic environment.

• Proficiency in data analysis, reporting, and operational tools.

• Experience in client and stakeholder management.

Key Competencies:

• Customer-centric mindset

• Analytical and problem-solving skills

• Effective time management

• Collaborative approach

• Process-driven with a focus on continuous improvement

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Location:

PHL Quezon City - Tera Tower 1st Floor

Language Requirements:

Time Type:

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