Operations Manager

Operations Manager (Telco) - Sta. Rosa, Laguna Responsibilities Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state‑of‑the‑art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer‑service standards; contributing information and analysis to organizational strategic plans and reviews. Develop call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations. Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades. 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. Meet call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. Prepare call center performance reports by collecting, analyzing, and summarizing data and trends. Maintain equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades. Maintain professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state‑of‑the‑art practices; participating in professional societies. Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. Qualifications Minimum Qualifications: Candidate must possess at least a Bachelor's/College Degree in any field At least 2 year(s) of working experience in the same role is required for this position With experience in Customer Service/Technical Support (TELCO Account) Strong Verbal Communication Strong Customer Focus and Customer Service Engages in Process Improvement Strong Problem‑Solving Skills Good People Management Managing Process Emphasizing Excellence Applicants must be willing to work onsite Can start ASAP Employment type Full‑time Job function Management, Manufacturing #J-18808-Ljbffr