2026 HOMECOMING SNL

Job Title:

2026 HOMECOMING 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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