Operations Manager

1 day ago

Pasay, National Capital Region, Philippines beBeeLeadership Full time ₱250,000 - ₱500,000

Overview

The Role of a Team Leader in Operations

This position entails the day-to-day supervision of a group of call center associates.

The primary objective is to ensure performance metrics are achieved by providing adequate coaching, motivation and accountability.

Key Responsibilities:

  • Supervise a team of call center associates, monitoring their work and attendance in accordance with organizational policy and applicable legal requirements.
  • Coach direct reports on their performance regularly to ensure performance metrics are met at minimum weekly levels.
  • Identify performance-related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment.
  • Ensure service delivered to customers meets contractual Key Performance Indicators ('KPIs') and financial expectations.
  • Communicate expectations to employees and provide timely updates.
  • Provide subject matter expertise in handling escalated customer calls as needed.
  • Conduct Team Meetings to facilitate expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
  • Stay current on internal work processes, policies and procedures. Attend required manager development training.
Candidate Profile
  • An Associate's degree in a related field with two to four years of relevant experience is preferred.
  • A highly motivated individual with skills to develop and coach team members to achieve performance expectations.
  • Ability to work well under pressure and follow through on items to completion.
  • Strong communication skills, both written and verbal.
  • Capacity to lead a team in multi-tasking, prioritization, and meeting timelines on deliverables.
  • Ability to mentor, coach and provide direction to a team of employees.
  • Willingness to adapt to a flexible schedule.
Seniority Level
  • Mid-Senior level
Employment Type
  • Full-time
Job Function
  • Administrative and Management
Industries
  • Outsourcing and Offshoring
  • Consulting

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