manager, operations, iii

3 weeks ago


Manila, National Capital Region, Philippines Qualfon Corporation Full time

Select how often (in days) to receive an alert: Create Alert

1. Manages the operations ensuring the results of the metrics set by the clients.

  • Ensures Qualfon operations centers comply with the performance metrics for client satisfaction and exceeding expectations:
  • Performance Metrics (among others):

- Scorecard (Client)
- Quality
- Adherence
- Turn Times
- Throughput

  • Supervises and analyzes report statistics and arrival patterns to ensure adequate staffing to achieve established service levels.
  • Leads FGD (Focus Group Discussions) to identify and address concerns from all levels of employees on the account.

2. Ensures outstanding management of the accounts at the operational level, ensuring the production, cost, and financial results of the metrics set internally.

  • Ensures Qualfon complies with the internal metrics:

- Manpower Utilization (Internal Productivity)
- Attrition
- Production (hours)
- Others

  • Forecasts account revenue and spending to align so that revenue and EBIT goals are being met.
  • Understands and maximizes impact on financial performance of the operations department.
  • Manages report of productivity in terms of hours produced vs. paid hours.
  • Manages statistics on production (hours of operation) and operating costs.
  • Monitors and analyzes the internal metrics related to Productivity and Direct Costs, indirect costs, all related to the Financial part.
  • Executes active communication and serves as direct point of contact with the Vendor Management Offices in the US.

3. 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 the performance of the accounts.
  • Analysis of results and Action Plan creation.

4. Analyzes areas of opportunity based on results obtained in different operational stages at the strategic level and produces and implements action plans.

  • Defines action Plans for improvement.
  • Develops and implements strategic action plans and workflow processes.

5. Brings concerns and suggestions for improvement to the ManCom in their weekly meetings and deliberations.

  • Talent Development.
  • Identifies and develops key personnel.
  • Provides feedback & coaching in a timely manner.
  • Identifies and recommends training.

6. Identifies gaps in leadership team and creates training and development plans to fill gaps as necessary.

  • Follows up meetings.
  • Organizes the agenda.
  • Forecasts department training needs to meet desired FTE.

7. Develops and implements programs that enhance employee motivation and maintain a positive work environment.

8. Provides leadership for management initiatives to develop good communication among its members to drive performance.

Area of expertise (Skills)
  • Graduate of a Bachelor's Degree in any field.
  • At least 5 years work experience in Call Center Operations, with at least 2 to 4 years in Supervisory or Managerial capacity.
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