Senior Operations Manager

2 weeks ago


Quezon City, National Capital Region, Philippines Concentrix Full time

MHR:

  • Must have 3 years experience as Senior Manager in Operations
  • Can join ASAP
  • Amenable in Bridgetowne, Giga Tower

The Senior Manager Operations Supports is responsible for managing and coordinating the support operations of the contact center.

Essential Functions/Core Responsibilities

  • Directing, defining and coordinating program issues are key functions in the senior Operations manager role
  • Establishing objectives, developing requirements, planning schedules and estimating costs are also common tasks
  • Reviewing proposals, negotiating contracts, monitoring technical issues and preparing reports are additional duties of senior program managers, who may use their knowledge of organizational development to lead teams toward reaching goals
  • Responsible for managing and coordinating the operations of the contact center
  • Administer and balance call workloads
  • Develop and monitor the application of operating systems including policies and procedures, operating structure, and information flow
  • Ensure the volume of work produced meets product/service standards and exceeds quality standards
  • Develop and implement customer service indicators in order to assure excellence in customer service

Candidate Profile

  • Bachelor's Degree in related field from a four-year college or university with a minimum of ten years of relevant experience (with two to four years of Progressive Management Experience) preferred
  • Excellent communication skills, both written and verbal
  • Ability to effectively present information to internal and external associates
  • Advanced Microsoft Office skills.
  • Proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
  • Demonstrated ability to mentor, coach and provide direction to a team of employees
  • Demonstrated ability to take initiative and ownership with focus on continuous improvement
  • Excellent attention to detail
  • Demonstrated ability to foster customer service disposition and sense of professionalism for self and team
  • Solid understanding of the organization's business operations and industry. Demonstrated business acumen
  • Demonstrated ability to comprehend, analyze, and interpret

Career Framework Role

Provides leadership to managers, supervisors and/or professional staff. Is accountable for the performance and results of multiple related units. Recommends operational objectives and develops departmental plans, including business, production and/or organizational priorities. Controls resources and policy formation in area of responsibility. Decisions are guided by resource availability and functional objectives. Develops and administers performance requirements; may have budget responsibilities


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