Lead Operations Specialist

8 hours ago

San Fernando, Central Luzon, Philippines beBeeOperations Full time ₱1,200,000 - ₱1,500,000

As a senior operations manager, you will oversee a team of call center associates and ensure that service delivery meets performance expectations.

Key Responsibilities:

  • Supervise and monitor the day-to-day work of call center staff, including attendance tracking in accordance with organizational policies and legal requirements.
  • Counsel direct reports on their performance to achieve established metrics.
  • Identify and address performance-related issues through action plans and corrective actions, up to termination if necessary.
  • Communicate expectations to employees and provide timely updates.
  • Provide expertise in handling escalated customer calls as needed.
  • Facilitate team meetings for open communication and prompt information dissemination.
  • Stay current on internal processes, policies, and procedures.
  • Promote corporate values through behavior and attitude, advocating for team members when necessary.

Requirements:

  • At least 1-3 years of experience in team leadership roles.
  • Telco and sales background.
  • Willingness to work onsite in a specific location.
  • Knowledgeable in managing NPS or CSAT and AHT metrics.
  • Highly motivated individual with skills to develop and coach team members to meet performance expectations.

Benefits:

  • Opportunity to grow professionally in a dynamic environment.
  • Chance to develop coaching and mentoring skills.

Others:

  • Familiarity with industry standards and best practices is an asset.

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