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Operations Manager

1 week ago

Manila, National Capital Region, Philippines NTT Business Process Outsourcing Full time

Job Summary:

We are seeking a highly skilled Team Leader to join our team at NTT Business Process Outsourcing.

As a Team Leader, you will be responsible for leading a team of Customer Service Representatives and providing guidance on performance targets and removing barriers.

You will also be responsible for supporting the individual CSRs in developing their own career path, providing ongoing floor support daily to CSRs, and reviewing departmental and individual performance reports on a daily basis.

In addition, you will deliver measurable and sustainable results by contributing to continuous improvement initiatives and contribute to the development and delivery of initiatives that contribute to improving the overall operating performance of the organization.

  • Main Responsibilities:
  • Coaches CSRs through one on ones and side by sides on a monthly basis to provide performance feedback and develop action plan to meet all performance targets and remove barriers.
  • Supports the individual CSRs in developing their own career path.
  • Provides ongoing floor support daily to CSRs to assist with product and process knowledge and to identify issues. Ensures CSR awareness of service levels.
  • Reviews departmental and individual performance reports on a daily basis to identify trends and issues requiring action or investigation.