We are looking for a hardworking Operations Manager to join our stellar team at Sophi Inc in Cebu City.
Growing your career as a Full Time Operations Manager is an awesome opportunity to develop relevant skills.
If you are strong in teamwork, cooperation and have the right personality for the job, then apply for the position of Operations Manager at Sophi Inc today!
The Operations Manager plans, directs, and coordinates the day-to-day operations. He/She ensures and improves the performance, productivity, efficiency, and profitability of departmental and organizational operations by using effective methods and strategies.
Responsibilities Serve clients by planning and implementing call center strategies and operations, improving systems and processes, and managing staff.
Liaise with upper management, administration, team leaders, and agents to gather information and resolve issues.
Detect skill and performance gaps in employees.
Develop call center systems by developing customer interaction and voice response systems, and voice networks; design user interfaces; develop and execute user acceptance test plans; plan and control implementations.
Maintain professional and technical knowledge by tracking emerging trends in call center operations management.
Prepare weekly and monthly KPI reports for submission to executive management.
Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.
Accomplish organization goals by accepting ownership for accomplishing new and different requests.
Explore opportunities to add value to job accomplishments.
Maintain and improve call center operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, and managing system and process involvement and quality assurance programs.
Establish high standards for productivity, quality, and customer service, as well as define user guidelines.
Establish daily team goals, including informing team members of promotions and incentive programs.
Ensure that all relevant communications, records, and data related to operations are updated and recorded.
Monitor call metrics by tracking effectiveness in call time, quality, and customer experience.
Accomplish call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Review staff performance, identify training needs, and plan training sessions.
Organize staffing, including shift patterns and the number of staff required to meet demand.
Coach, motivate, and retain staff.
Coordinate with responsible departments in developing bonuses, rewards, and incentive schemes.
Execute new policies in operations. The main goal is assuring fast assimilation and immediate implementation.
Provide a solid leadership model for the employees.
Encourage employees to meet their targets.
Skills and Qualification Excellent written and verbal communication skills.
Ability to handle multiple projects simultaneously and work under pressure.
Strong organization and project management skills.
Friendly and personable demeanor.
Proficient in Microsoft Office and relevant software.
Education and Experience At least 3 years experience in operations management.
At least 10 years of experience in a call center environment.
30% Night Differential Pay The standard night differential pay in the Philippines is 10%. Our rate is 2x higher than that of other companies.
Competitive Salary & Benefits We offer a progressive salary package with monthly performance incentives and annual appraisal. Healthcare, dental, and a retirement plan included upon passing training! Enroll in free in-house professional development classes to keep your career on the right track. We also support working students with an educational loan.
Professional Development Enroll in free in-house professional development classes to keep your career on the right track. We also support working students with an educational loan.
Paid Time Off 25 vacation, sick, and paid leaves combined plus birthday, maternity, and paternity time off.
Free Food & Coffee Whoever coined the term "Thank God it's Friday" must've been thinking of Free Food Fridays. Enjoy breakfast, lunch, or dinner on us every week! We've also got overflowing coffee and tea to keep you energized daily!
Healthcare, dental, and a retirement plan included upon passing training!
Benefits of working as a Operations Manager in Cebu City:
? Company offers great benefits
? Opportunities to grow
? Competitive salary
