Operations Leader

2 weeks ago

Manila, National Capital Region, Philippines ConnectUs Marketing Solutions Inc. Full time

**Job Title:** Operations Leader


    **Job Summary:** We are seeking an experienced Operations Leader to join our team. The successful candidate will be responsible for ensuring the smooth operation of our call center, overseeing the training and development of our agents, and fostering a positive and motivated work environment.


    **Key Responsibilities:**

        * Assist in the training process and ensure agents are well-prepared for their calls.

        * Ensure agents understand and comply with all call center objectives, performance standards, and policies.

        * Support and provide guidance to agents after training, monitoring their progress and answering their questions.

        * Foster a positive and motivated work environment, promoting teamwork and continuous improvement.

        * Identify operational issues and suggest possible solutions.

        * Prepare reports and analyze data to assist management.

        * Work with other supervisors and members of the management team.

        * Assist in the formulation of targets for individuals and teams.

        * Measure performance using key metrics.

        * Keep management informed of issues and problems.

        * Prepare monthly and annual results and performance reports.

        * Perform other duties as assigned.


    **Requirements:**

        * Proven experience as a call center supervisor or in a similar supervisory position.

        * Experience in customer service.

        * Exceptional verbal and written English communication skills.

        * Tech-savvy with knowledge of telephone equipment and relevant computer programs.

        * Strong understanding of company products, policies, and services.

        * Excellent organizational and leadership skills.

        * Ability to coach, train, and motivate employees.

        * Knowledge of performance evaluation procedures.

        * A results-oriented approach.

        * Excellent problem-solving, leadership, and customer service skills.

        * Ability to work under pressure.


    **Benefits:**

        * Permanent work-from-home or hybrid work set-up at Batangas City office.

        * Full-time and long-term employment.

        * Basic salary plus government-mandated benefits.

        * Health benefits, leave credits, bonuses, and other incentives.

        * Great opportunity for leadership and promotion.

        * Salary based on skills, attitude, performance, and attendance.

        * US and Canadian clients.

        * Shift: Graveyard Monday to Friday.

        * Training: less than a month.


    **About Us:**

        ConnectUs Marketing Solutions Inc. is a team of highly skilled experts on different virtual business processes. Our services range from general administrative duties to email marketing, bookkeeping to CRM software management, web development and design to online event management, social media marketing to community management. We can do anything under the sun that can be outsourced, and we know the possibilities of being part of growing companies like yours are endless.


    **About the Company:**

        CMS has been established in 2009 together with its sister company, Linkserve Solutions BPO Inc., another BPO that specializes in inbound and outbound voice calls. We are based in the Philippines and our current clientele includes mostly businesses in North America, and soon in the UK and Australia.

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