Operations Manager

4 weeks ago

Bacolod City, Western Visayas, Philippines iQor Full time

Job Summary:

Organizes and directs the day-to-day activities related to the operation of the Call Center. Responsible for managing, training & guiding call center supervisors in performing their duties. Conducts effective resource planning to maximize the productivity of resources (people, technology etc.). Collects and analyze call-center statistics.

Responsibilities:

  • Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
  • Maintains and improves 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.
  • Accomplishes 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.
  • Drive improvements in overall service levels, transactional efficiencies and cost management.
  • Provide leadership to front line Supervisors, ensuring operational and coaching practices are implemented and updated as needed to drive performance results and employee development.
  • Identifies creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of non-value added processes, or complete re-engineering of processes and systems).
  • Drives continuous improvement through trend reporting analysis and metrics management
  • Offers new ideas and suggestions for improvement.
  • Identifies and implements new practices and processes that are "best in field"".
  • Demonstrates a commitment to customer service; anticipates, meets and exceeds expectations by solving problems quickly and effectively; making customer issues a priority.
  • Confers with reporting manager on complex or unusual situations.
  • Exchanges knowledge and information with other iQor facilities to ensure best practices are shared throughout the iQor organization.
  • Ensures 100% adherence to all company policies and procedures (i.e. Security, Health, Safety and Quality).
  • Maintains discretion and confidentiality in all areas pertaining to systems, data and proprietary information, whether internal to iQor or customer specific.
  • Interprets a variety of instructions furnished in written, oral, diagram or schedule form.
  • Understands and embraces the business and call center operations strategic direction.
  • Performs other duties as assigned.

Skills Requirements:

  • 5 or more years of call center experience in collections/sales/customer service/technical support.
  • 2 or more years of managing supervisors experience.
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