Who we are:eFlexervices is a BPO company with a legacy spanning 21 years, we've honed our craft in providing exceptional quality and building unshakable trust. At eFlex, we're not just a BPO company – we're your partners in success. Our approach is all about finding the perfect match between talent and the organizations we support. We're not just investing in our work; we're investing in people, optimizing performance, and maximizing efficiency. We are all about exceptional quality and unwavering trust.What we are looking for:Are you ready to take your expertise to the next level? At eFlexervices, we're not just hiring for a Junior Operations Manager– we're empowering your talent to deliver quality and performance. Join us in shaping the success and making an impact that truly matters.The Junior Operations Manager will manage and lead teams of VAs, CSRs, Data Specialists, and SDRs ensuring their development in relation to the needs and expectations of the client they are assigned to. S/he serves as a primary level of contact to both teams and Clients who will serve as the face of eFLEXervices in making sure that we maximize productivity and ultimately create a profitable business partnership. S/he assists in training, mentoring, coaching, and motivating the teams to ensure that they can perform based on the agreed KPI metrics.What you'll be doing:Understand both the contractual and client expectations for all assigned client programs in order to assist in monitoring Team and Team Member activities ultimately attending to any areas requiring development.Manage the day-to-day planning, operation, and problem-solving of issues to meet or exceed required targets.Demonstrate the use of a behavioral coaching model and deliver feedback to create a Team Member/s Improvement Plan.Understand the client business model in order to suggest additional VA, CSR, Data Specialists, and SDR services to increase efficiency and productivity for clients (a.k.a. Upselling available talent).Be held accountable for improving, controlling and achieving the program/client metrics through quality monitoring of team/team member communications which includes calls, chats, emails, and incident records for their team through regular monthly sessions as needed.Facilitate task calibration sessions within the teams to help improve performance.Facilitate performance appraisal for the team members to provide quarterly and annual feedback.Ensure that team performance meets and exceeds client requirements by providing skill and refresher training, SME Sessions and development for assigned teams.Identify business value when developing ideas while focusing on business continuity and business capability requirements through partnering with clients.Address client escalations to ensure continuous business partnership with eFLEXervices clients.Engage the COO together with the CEO for week-over-week status updates and daily sync on the current day's service and staffing.Ensure that all reports and documents are updated to be able to improve and control the performance of the teams.Coordinate with various departments including HR and Accounting to ensure efficiency and accuracy.Alert the COO and CEO of any issues, trends, or items that need attention at the earliest opportunity to mitigate the client alerting the company or possessing any negative issues.Facilitate communication and interaction between various functional departments.Review data and proactively look for trends that could lead to process improvements, behavioral trends, operational efficiencies, and improvements in team member experience.Assist management in making decisions about complex issues or patterns of issues.Ensure that data is accurate, timely, complete, accessible, and retrievable.Provide timely and accurate responses to emails.Assist management with on-the-job training of new team members, as requested.Maintain confidentiality of sensitive team members, clients, and company data without exception.Develop and maintain an understanding of eFLEXervices systems, key performance indicators (KPIs) and other systems used to generate and track data, including the equations used to derive specific calculations.Be the second level of customer escalation and ensure that best practices are followed.Performs additional tasks according to business needs.Qualifications & Requirements:Must have 5 to 10 years experience as a supervisor in a BPO handling US-based accounts.Successful mentoring or training experience in a sales or customer service environment.Excellent verbal and written English communication skills.Must be efficient with MS Office applications and Google Suite.Must have experience using project management tools.Having a sales and US Real Estate background is a plus.Strong initiative; ability to work in a fast-paced environment.Ability to be highly organized with an emphasis on accuracy and timeliness.Ability to organize information, have attention to detail and accurately follow procedures.Ability to work with others in a team environment, occasionally under time pressure and on several tasks at the same time.Ability to effectively communicate orally and in writing with co-workers, management team, other departments, vendors, and outside agencies, including being sensitive to professional ethics.Ability to work in shifting schedules.Record of professional behavior and ability to handle confidential information.Highly dependable/Good attendance record.Demonstrated flexibility and adaptability to change.Benefits and PerksAt eFlex, we're not just a workplace – we're a community of playmakers, committed to fostering growth, learning, and personal connections. Here's what's in store for you:Living Our Values: We don't just talk the talk; we walk the walk. From learning and personal growth to caring deeply about our team and clients, our values are the compass guiding our vibrant workplace.Competitive Compensation: Your hard work deserves recognition. Enjoy a competitive salary and benefits package, including comprehensive HMO coverage and optical reimbursements.Flexible Work Options: Work your way! If you're outside Baguio City, embrace a permanent work-from-home setup. For those within Baguio, our hybrid work model offers the best of both worlds.Wellness Matters: Recharge and refresh! Our flexible vacation and sick leaves empower you to prioritize your well-being, ensuring a healthy work-life balance.Pathways to Success: Your journey with us is brimming with growth opportunities. We're dedicated to nurturing your career and supporting your rise through the ranks.Ready to embark on an enriching journey? Join the eFlex family and experience a workplace that values your individuality and success. Let's thrive together!
