Operations Manager

Directs and manages assigned team/s in the company to strongly drive company's vision and mission, to meets and exceeds campaign and site goals while maintaining cost-effective approach, delivers internal and external customer satisfaction, monitor quality and productivity by creating strategy, clear goals, knowledge, education, support and guidance in accordance with Site Manager, standard operating procedures and client-approved processes.
Manage day-to-day operational activities of the center in coordination with other functional units of the organization as it relates to manpower resources, systems, procedures, budget and quality improvement initiatives
Provide directions to the team to ensure operational efficiency, responsiveness to customer requirements and achievement of organizational goals such as KPIs. SLAs. Staffing
Conduct management and team meetings to take actions on suggestions to promote team harmony and maintain team motivation and operational efficiency
Provide customer service to external and internal customers of Collective Solution such as External- Campaigns Clients External- Campaign Customers/Members Internal- CS Employees Maintain a high performing operations group by consistently reviewing and redesigning systems and structures to ensure efficiency and effectiveness of the operations. Recommend changes or improvements if necessary
Forecast Operations resources needs - monitor and assess capacity, plan and execute hiring strategy, and identifying potential internal role transfers
Formulate a daily/weekly and monthly plan of action for each team leader by using all available statistical or historical data as well as qualitative information.
Guide Team Managers and SMEs on problem identification techniques to achieve effective root cause analysis.
Audit coaching effectiveness of Team Managers and SMEs by conducting weekly observation/evaluation
Maximize potential of direct subordinates through coaching, developmental activities and performance management process Clearly communicate job expectations, planning, monitoring, appraising and reviewing job contributions Provide weekly, monthly and yearly performance review and professional feedback to direct staff Requirements At least college degree
With 3 years extensive experience in managing and leading teams particularly in BPO industry
Must have at least 3 years of experience in Managerial role under BPO supporting customer service
Experience in managing AHT, NPS and FCR
Amenable to work onsite in QC area Job Posted by ApplicantPro