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Operations Director

1 week ago

LapuLapu City, Central Visayas, Philippines The Results Companies Full time

We are seeking a talented Operations Director to lead our customer experience team. As a key member of our management team, you will be responsible for driving exceptional results in our call center operations.

Your primary goal will be to provide world-class support to our agents and clients' customers, while consistently exceeding performance targets. To achieve this, you will develop and implement strategies to improve agent performance, customer satisfaction, and overall operational efficiency.

Key Responsibilities:
  • Manage a team of 10 or more agents, providing significant input on hiring, discipline, and discharge, as well as ensuring accuracy of payroll documentation.
  • IDentify, prioritize, and coach agent development areas to ensure they have the skills and knowledge needed to succeed.
  • Document account resolutions, issues, and general notes to maintain accurate records and facilitate decision-making.
  • Assist agents with product or account issues and provide basic troubleshooting guidance to resolve customer problems.
  • Maintain target levels of performance required by our clients and continuously monitor and adjust our processes to meet these goals.
What We Offer:
  • Frequent employee events, games, parties, and fun in the workplace to foster a positive and engaging work environment.
  • Paid training to help you grow professionally and develop new skills.
  • Opportunities for advancement within our company, allowing you to take on new challenges and responsibilities.
  • A dynamic and supportive team that is passionate about delivering exceptional customer experiences.