Filipino BPO Manager

Hi is this a homebased position?

A proposal has not yet been provided

I have more than 12 years of BPO experience as an operational training manager for 2 of the biggest BPO companies in the Manila, Philippines. I was instrumental in the successful acquisition and launch of several campaigns and lines of businesses (LOB) for the companies I've worked with. The experience I had with different BPO campaigns has helped me develop my managerial skills further; this includes exposure to customer service support, billing, sales, gaming, chat back office support, etc. As a manager, I've handled the biggest campaigns and led up to over 1000 agents at most. I'm a results-oriented person and I'm geared towards self-improvement as I see it vital for the success and development of the people I support. I have six sigma yellow belt certification that's beneficial for data analysis. Should you need more information or further details, you may contact me by replying here or you may send me an email at gracebking at yahoo.com.

I have been a team manager in a financial account base in the US for 3 years. I handled 20-25 agents. I monitored their calls, coached them on their opportunities real time and took escalation calls. I was also in-charge on the after shift tools maintenance with the IT department from the main office, a direct communication with them on how to handle specific task. My superior also entrusted to me to do the final interviews of applicants for the account. I regularly attend meetings with members of management in the office as well as with the clients via Webex. Part of the task also includes the review of cases that the customers submits to the Better Business Bureau in the US. It is my duty as a team manager to make sure that the representative is properly coached after a decision was made. Please feel free to contact me so we can discuss further details.

I have been in the BPO industry as an Operations Manager for 9 years. I have handled accounts in different platforms - voice, email and chat in different countries - SMP (Singapore, Malaysia and Philippines), ANZ (Australia and New Zealand), UKIRE (UK and Ireland) and NAM (USA and Canada). My overall capacity covers the daily operations rigor, ensuring KPI (Key Performance Indicators) are met, dealing/reporting with clients on a daily, weekly and monthly basis, do the performance improvement action plans/strategies, do the process improvement and develop/coach more people from the ranks. My Six Sigma knowledge has enabled me to identify errors/issues in operations and develop resolutions and establish processes.

Influence is an art. i have been a firm practioner and understand that at any given point in time, 6-10 people are looking at me. If i am doing the right thing, then, I have indirectly influenced them to do the same thing. Through this practice, i have developed a code: Educate, motivate and inspire. This has been my key to success in service delivery in any industry i have worked with.