Operations Manager – Retail Account

2 weeks ago


Cebu City, Central Visayas, Philippines Cog Full time
Operations Manager – Retail Account (Cebu Site)

Cebu, Central Visayas, Philippines

Cog Cebu, Central Visayas, Philippines

6 days ago Be among the first 25 applicants

Qualifications:

  • Must possess a Bachelor's/College degree in any field
  • 5-7 years of previous people management experience in a customer service environment; must have handled a team with a minimum of 100 FTEs
  • Managers who specialized in CSAT/NPS/FCR preferred.

Summary of Position:

This position is responsible for providing frontline leadership support and management of call center operations. Duties include:

  • Meeting call center key performance indicators, maintaining a staff of capable Supervisors on the call center floor and providing recruitment communication.
  • Working closely with the Director/Customer Services to implement and coordinate both strategic and tactical plans to enhance operational and service performance.
  • Fostering and maintaining a collaborative relationship with internal and external business partners to ensure customer satisfaction and profitability.
  • Work with clients to identify ways to improve business process, contributing to the attainment of key performance indicators, controlling expenses and increase profitability through the enhancement of work processes, which improves the service and efficiency of the organization.
  • Ensuring excellent performance of customer service staff by working with and leading teams to ensure efficiency and quality service.
  • Attaining performance measurements in relation to quality of service, ASA, AHT, reliability, availability and attendance.
  • Coaching and developing Supervisor team to maximize performance, leading and/or participating in project initiatives as assigned.
  • Negotiating solutions and resolve conflicts, ensuring effective use of coaching and counseling to guide employee development, developing, motivating and retaining employees, monitoring and evaluating individual and team performance, maintaining a positive work environment that supports high performing teams and rewards people based on performance.
  • Establishing personal credibility with co-workers throughout the organization, partnering with Human Resources to recruit, interview, develop, and manage a high caliber workforce with minimal turnover, and other duties as assigned.

Principal Accountabilities:

  • Management of the team and accountable for overall department efficiency.
  • Translating client requirements into floor policies and activities.
  • Coach team leaders and associates and conduct triad sessions.
  • Coordinates and address issues with related departments.
  • Analyzes and trends inquiry types to identify process improvement opportunities, including development of educational material for staff.
  • Regular attendance is an essential function of the job. Performs other duties as assigned or required.

Position Success Criteria:

  • Strong leadership skills
  • Knowledge of Health Insurance Industry
  • Planning and Organizational Skills
  • Coaching/Counseling Skills
  • Strong Interpersonal Skills and Professionalism, people manager and good motivator
  • Time Management Skills
  • Ability to work under Minimal Supervision
  • Excellent Analytical Skills; six sigma
  • Knowledgeable in BPO healthcare tools and processes
  • Strong performance management background
  • Excellent decision making and problem solving skills
  • Knowledge of Human Resource policies and procedures
  • Experience in business planning and implementation
  • Experience with financial and budget management
  • Knowledge of call center performance metrics and measurements
  • Clear and concise verbal and written communication skills
  • PC proficiency to include Microsoft Word, Excel, Power Point and Outlook
  • Experience working both independently and in a team environment
Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Management

Industries

Outsourcing and Offshoring Consulting

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