Senior Operations Manager

7 days ago

Cebu City, Philippines Qualfon Full time

Operations Manager Qualfon Cebu, Central Visayas, Philippines Manage the operations ensuring the results of the metrics set by the clients. Ensures Qualfon complies with the performance metrics for client satisfaction and exceeding expectations: Performance Metrics (among others): Scorecard (Client) Quality Adherence Turn Times Throughput Analyzes report statistics and arrival patterns to ensure adequate staffing to achieve established service levels FGD (Focus Group Discussions) to help identify and address concerns from all levels of employees on the account. Manage the accounts at the operational level, ensuring the production, cost and financial results of the metrics set internally. Ensures Qualfon DSG complies with internal metrics: Attrition, Production (hours) Forecasts account revenue and spending to align revenue and EBIT goals are met Maximizes impact on financial performance of the operations department Manages report of productivity: hours produced vs Paid hours Monitors and analyzes internal metrics related to Productivity and Direct Costs, indirect cost, all related to the Financial part Active communication and direct point of contact with Vendor Management Offices in the US. Organizes and attends Conference Calls Uses electronic (E-mail, chat, SMS) Makes and oversees Operational Escalations Strategizes, operates, gives and receives feedback, and escalations Provides updates as to performance of the accounts Analysis of results and Action Plan creation Analyzes areas of opportunity based on results obtained in different operational stages at strategic level and produce and implement action plans Defines action Plans for improvement Develops and implements strategic action plans and workflow processes Brings concerns and suggestions for improvement to the ManCom during weekly meetings and deliberations Talent Development Identifies and develops key personnel Provides feedback & coaching in timely manners Identifies and recommends training Identifies gaps in leadership team and create training and development plans to fill gaps as necessary Follows up meetings Organizes the agenda Forecasts to department training needs to meet desired FTE Develops and implements programs that enhance employee motivation and maintain positive work environment Provides leadership for management initiatives to develop a good communication between its members to drive performance Area of expertise (Skills) College Graduate At least 6 years’ experience in Call Center Operations and Production At least 4 years in Supervisory or Managerial capacity Candidates should come from TELCO LOBs Seniority level Mid-Senior level Employment type Full-time Job function Management Industries Outsourcing and Offshoring Consulting Referrals increase your chances of interviewing at Qualfon by 2x Get notified about new Operations Manager jobs in Cebu, Central Visayas, Philippines. #J-18808-Ljbffr

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