Job Detail

About EXL Service Philippines, Inc.

EXL Service Philippines, Inc. (Nasdaq:EXLS) is a recognized business solutions provider. EXL's service offerings are aligned to provide a competitive edge to its clients by transforming and outsourcing business processes. While outsourcing involves providing a full spectrum of business process services from offshore delivery centres that require ongoing process management skills, transformation services enable continuous improvement of client processes by bringing together EXL's capabilities in reengineering including six sigma process improvement, research & analytics, and risk advisory services.

Operations Manager

Manage and lead sales team

Cebu City
Category : BPO / Call Center Salary : Experience(s) : 5 Year

Job Description:

  • Manage day to day sales operations and team performance operations;
  • Carry out needs assessments, performance reviews and cost/benefit analysis;
  • Set and meet performance targets for sales, productivity and team efficiency;
  • Ensure all relevant communications, records and data are updated and recorded;
  • Communicate with internal and external clients in a professional and effective manner
  • Liaise with Assistance Managers, support groups, US counterparts and third parties to gather information and resolve issues;
  • Maintain up-to-date knowledge of the process and the industry to perform required responsibilities
  • Monitor random calls to improve quality, minimize errors and track operative performance;
  • Review staff performance, identifying training needs and creation of appropriate action plans;
  • Record statistics, monitor performance levels, report results;
  • Handle the most complex customer complaints or enquiries;
  • Organize staffing and scheduling, headcount requirement to meet contractual requirement
  • Coach, motivate and mentor staff; Plan and implement effective rewards and recognition activities
  • Forecast and analyze data on a weekly and/or monthly basis
  • Review and improve processes

Competencies Required:

  • Ability to work in a continually challenging environment
  • Understanding of end-to-end processes and appreciation of critical parameters
  • Knowledge of MS Office – Excel, PowerPoint, Word
  • Good communication skills
  • Good analytical skills – to be tested through Quality Aptitude Test
  • Self-initiated and zeal for continuous improvement

Ways to Apply :

Walk in and Apply at our Recruitment Office – 10th Floor 2Quad Building, Cardinal Rosales Avenue cor. Sumilon Rd., Cebu Business Park, Cebu City; Monday to Friday, from 9 AM to 7 PM

Email your Resume / CV to:

For more information about EXL Service Philippines, Inc., visit website at :

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