MANAGER, OPERATIONS, III

19 hours ago

Cebu City, Philippines Qualfon Full time

Role Manager, Operations III Main Responsibilities And Duties Operations Management Ensures client-set performance metrics are met or exceeded Scorecard (Client) Quality Adherence Turn Times Throughput Supervises and analyzes reports and staffing patterns to meet service levels. Leads Focus Group Discussions (FGDs) to address employee concerns. Account and Financial Oversight Ensures internal metrics are met Manpower Utilization Attrition Production (hours) Forecasts revenue and spending to meet EBIT goals. Manages productivity reports and cost statistics. Communicates directly with US-based Vendor Management Offices. Communication and Escalations Organizes and attends conference calls. Uses email, chat, SMS for updates and feedback. Oversees operational escalations and performance updates. Strategic Analysis and Action Planning Identifies operational gaps and defines improvement plans. Develops and implements strategic workflows and action plans. Leadership and Talent Development Raises concerns and suggestions to ManCom during weekly meetings. Identifies and develops key personnel. Provides timely feedback and coaching. Recommends and organizes training programs. Leadership Gap Management Identifies leadership gaps and creates development plans. Forecasts training needs to meet FTE goals. Employee Engagement Develops programs to enhance motivation and maintain a positive work environment. Team Communication Leads initiatives to improve communication and drive performance. Qualifications Education Bachelor’s Degree in any field or equivalent experience. Experience At least 5 years in call center operations, with 2-4 years in a supervisory or managerial role. Certifications Six Sigma certified, HRIS management. Skills And Competencies Project Management Planning, execution, and oversight using tools like milestones, scheduling, budgeting, and contingency planning. Business Software Applications Basic MS Word, PowerPoint, Excel, Outlook Advanced Excel (Macros, VB, Pivoting, VLOOKUP, Graphs), Linux, PHP, .NET, SQL, GUI Management Communication Ensuring effective information flow. Problem Solving Identifying and resolving issues using various tools. Cost-Benefit Analysis Evaluating organizational activities using cost accounting and assessment tools. #J-18808-Ljbffr

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