Jr Operations Manager (Preferably from Baguio)

Who we are:

eFlexervices is a BPO company with a legacy spanning 22 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 play a crucial role in supporting the Operations Manager by focusing on People Management, Performance Management, and Productivity Management. This involves fostering a positive team environment, ensuring high performance, and optimizing processes to enhance overall efficiency and effectiveness in eFlexervices operations. The Junior Operations Manager will work closely with diverse teams and departments to drive continuous improvement and achieve organizational goals.

What you’ll be doing:

People Management focuses on effectively leading and managing the "human resources" of the company, ensuring that team members are motivated, engaged, and well-supported. This spectrum includes:

• Help identify training and development needs for team members.
• Assist in supporting career growth opportunities and succession planning.
• Encourage continuous learning and skill enhancement.

1. Compliance and HR Policies:

• Ensure adherence to company policies, procedures, and relevant labor laws.
• Assist in managing employee records, attendance, and performance documentation.
• Participate in disciplinary actions and grievance handling as necessary

Performance Management involves setting performance standards, monitoring progress, and ensuring that individual and team goals align with the company’s objectives. This spectrum includes:

1. Goal Setting and KPI Management:

• Assist in defining clear performance metrics and key performance indicators (KPIs) for various teams.
• Support the implementation of performance-tracking systems and tools.
• Align team goals with organizational objectives and client expectations.

1. Performance Evaluation:

• Participate in regular performance reviews and feedback sessions.
• Help analyze performance data to identify trends, strengths, and areas for improvement.
• Collaborate with team leaders to develop action plans for underperforming employees.

1. Coaching and Mentoring:

• Provide ongoing coaching and support to team leaders and members.
• Assist in developing individualized performance improvement plans (PIPs).
• Encourage a culture of continuous improvement and accountability.

1. Recognition and Rewards:

• Support the implementation of performance-based recognition and reward programs.
• Ensure that achievements and contributions are appropriately acknowledged.
• Promote a culture of excellence and high performance.

Productivity Management focuses on optimizing processes, resources, and workflows to maximize efficiency and output. This spectrum includes:

1. Process Optimization:

• Assist in analyzing and improving operational processes and workflows.
• Support the implementation of best practices and process automation.
• Monitor productivity metrics and identify bottlenecks or inefficiencies.

1. Resource Allocation:

• Help in ensuring optimal allocation of resources, including personnel, technology, and budget.
• Assist in managing work schedules, task assignments, and workload distribution.
• Coordinate with other departments to ensure seamless operations and resource sharing.

1. Technology and Tools:

• Support the adoption and effective use of technology and tools for enhanced productivity.
• Assist in training team members on new systems and software.
• Monitor the effectiveness of tools and recommend improvements or alternatives.

1. Quality Assurance:

• Participate in developing and implementing quality control measures.
• Assist in monitoring and maintaining high standards of service delivery.
• Collaborate with teams to address issues and implement corrective actions.

Qualifications and Requirements:

• Must have 5 to 10 years of experience as a Supervisor or Team Lead 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.
• 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, pay 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 Perks:

At 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!