Operations Manager
Company:Aventus LLC
Location:Philippines
Languages:English
Seniority level:Manager, 3-5+ years
Experience:3-5+ years
Skills:
LeadershipProject ManagementData AnalysisPeople ManagementShopifyCross-functional Team LeadershipOperations ManagementMentoringComplianceCoachingClient relationship managementStrategic thinkingProcess improvementCRM
Requirements:
3–5+ years’ experience in operations management, preferably in BPO, customer experience, or e-commerce support. Proven success in meeting and exceeding SLAs, KPIs, and client expectations. Strong leadership skills with experience in coaching and developing managers/coaches. Excellent client-facing communication and relationship management skills. Data-driven mindset with the ability to translate insights into strategy and action. Familiarity with CRM, CX, and e-commerce platforms (e.g., Gorgias, Shopify).
Responsibilities:
Coach team leaders to meet client SLAs and KPIs. Provide mentorship and feedback to enhance agent performance. Foster continuous learning and growth plans for coaches. Ensure SLA and KPI goals are met or exceeded. Monitor and drive performance through reporting. Identify growth opportunities within client accounts. Collaborate with Client Success team for expansion proposals. Maintain strong client relationships. Implement process improvements based on data. Enhance service quality and efficiency. Ensure compliance with client protocols, regulations, and policies. Optimize CRM, ticketing, QA, and e-commerce platforms. Lead initiatives with QA, Training, Workforce, and HR.
