Operations Manager

2 weeks ago

Mandaluyong City, National Capital Region, Philippines Support Services Group Full time

As the Team Manager, you will play a critical role in developing and implementing effective strategies to achieve performance targets, maintaining compliance with US regulations, and fostering a collaborative, rewarding workplace culture.

Key Responsibilities:

Operations Management:

  • Set productivity standards and operational strategies to meet performance targets.
  • Ensure smooth day-to-day operations, enabling tools and resources for team success.
  • Maintain comprehensive knowledge of receivables portfolios and adhere to FDCPA compliance.

Cost Management:

  • Monitor profitability by managing headcount and optimizing automated systems.
  • Reduce inefficiencies by preventing unnecessary outreach to non-responsive numbers.

Stakeholder Management:

  • Handle client escalations and report system downtimes or performance issues.
  • Provide insights into financial and operational trends impacting results.

Continuous Improvement:

  • Drive enhancements in employee performance, training, and work processes.
  • Develop agents' negotiation skills and operational tools to boost effectiveness.

Leadership:

  • Champion adherence to company policies and foster a positive, professional culture.
  • Evaluate employee performance, recommend development plans, and manage team dynamics.
  • Recognize achievements, build rapport, and support team-building activities.

Qualifications:

  • Background in Collections is required
  • Minimum 3 years of call center management experience.
  • At least 7 years of leadership experience managing teams of 10 or more.
  • Bachelor's degree (college graduate).
  • Strong communication and interpersonal skills.
  • Ability to multitask in a fast-paced environment and act with sense of urgency.
  • Excellent problem-solving abilities with a focus on continuous improvement.

Company Description:

Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.

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