2026 XTRA CHANNEL SNL

Job Title:

2026 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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