Business Development Manager

2 days ago

Davao City, Davao, Philippines Transcom Worldwide Philippines, Inc. Full time
Company Overview

Transcom Worldwide Philippines, Inc. is a leading provider of customer experience solutions.

Job Description

The Operations Manager will be responsible for overseeing the day-to-day operations of our contact center.

Key Responsibilities:
  • Profit and Growth:
    • Deliver accurate data to produce forecasts.
    • Develop realistic budgets.
    • Ensure consistent financial follow-up.
  • People:
    • Define needs for Team Leader recruitment in conjunction with HR.
    • Be in charge of Team Leader development and support, and define Team Leader training needs.
    • Set and follow up on quality and quantity targets for the allocated Clients/projects.
    • Promote teamwork.
    • Ensure that employee satisfaction is high and attrition is low within the allocated production unit.
    • Develop and maintain effective performance management.
    • Lead by example.
  • Business:
    • Have a deep understanding of the price structure and the profitability goals of TWW.
    • Ensure that price structures are communicated and understood by every member of his/her business unit.
    • Proactively respond to variances in targets and service levels.
    • Prepare and/or support preparation for commercial negotiations.
    • Ensure that profitability is calculated accurately prior to agreement and all costs (including capital investments) are accounted for.
    • Plan and implement expansions to current business.
    • Plan for and implement new businesses.
    • Drive negotiations toward agreement ensuring TWW risks and profit objectives are covered at all times.
    • Ensure that revenue streams cover committed costs wherever possible.
    • Ensure regular and proactive contact and interaction with clients.
    • Ensure client satisfaction through continuous business improvements.
    • Seek to increase client revenue and develop a partnership.
    • Strategic alliance with client's marketing strategy, knowledge ability of clients' culture, legislation regulations, and market trends.
  • Culture:
    • Proactively promote the Transcom objectives.
    • Ensure that TWW standard procedures are implemented and complied with at all times within his/her business area.
    • Create an open and energetic culture within his/her business unit.
    • Ensure that objectives are set for every member of his/her business area and production unit in line with Transcom and business objectives.
    • Ensure a high level of morale and a sense of loyalty to TWW in each individual.
    • Provide feedback to Corporate Governance on ideas for improving standards and processes.
  • Process and Integrity:
    • Continuously review procedures and implement improvements.
    • Implement TWW standard practices.
    • Ensure that demand forecasting is as accurate as possible and that resources deployed match demand effectively.
    • Promote synergistic teamwork with the Business Support Team ensuring that all data is accurate and completed on time.
    • CIMWeb Statistics – Weekly action items must be identified and root cause analysis must be done to ensure success on all campaigns.
  • Communication:
    • Attend internal meetings with other staff of the contact center.
    • Directly responsible for all communication with and support of Team Leaders.
    • Pursue communication with Clients that have been allocated to the Business Manager's responsibility.

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