Job Description
Accenture is seeking a dynamic BPO Operations Senior Manager to lead our Ilocos Norte site and drive excellence in business process outsourcing. In this pivotal role, you will oversee daily operations, mentor a highâperforming team, and implement process improvements that enhance service quality and operational efficiency. You will partner with crossâfunctional stakeholders to align BPO initiatives with client objectives, ensuring seamless delivery and measurable results. If you are passionate about leading transformation, fostering talent, and delivering outstanding customer experiences, this is your opportunity to make a lasting impact at a global leader in consulting and technology.
Responsibilities
- Direct and manage endâtoâend BPO operations for the Ilocos Norte site, ensuring service level agreements are met or exceeded.
- Develop and execute operational strategies that drive productivity, cost efficiency, and continuous improvement.
- Lead, coach, and develop a multidisciplinary team of supervisors, agents, and support staff.
- Monitor key performance indicators (KPIs) and implement corrective actions to maintain quality and compliance.
- Collaborate with clients and internal stakeholders to translate business requirements into operational plans.
- Oversee workforce planning, scheduling, and resource allocation to optimize coverage and minimize downtime.
- Drive adoption of best practices, automation, and technology solutions to enhance service delivery.
- Ensure adherence to company policies, regulatory standards, and data security protocols.
Qualifications
- Bachelorâs degree in Business Administration, Management, or a related field; MBA or advanced degree preferred.
- Minimum 7â10 years of experience in BPO, call center, or customer service operations, with at least 3 years in a managerial role.
- Proven track record of improving operational performance, reducing costs, and enhancing customer satisfaction.
- Strong leadership and peopleâmanagement skills, with experience building highâperforming teams.
- Excellent analytical abilities and proficiency with dataâdriven decisionâmaking tools.
- Familiarity with CRM platforms, workforce management systems, and processâmapping methodologies.
- Outstanding communication and interpersonal skills, capable of influencing stakeholders at all levels.
- Willingness to be based in Ilocos Norte and travel as needed for client engagements.