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Operations Manager

1 week ago

Manila, National Capital Region, Philippines Transcom Worldwide (Philippines), Inc. Full time

Transcom Worldwide (Philippines), Inc. is looking for a highly skilled and experienced Operations Manager to join our team. As an Operations Manager, you will be responsible for leading a team of analysts in planning, scheduling, and monitoring contact center operations.

Key Responsibilities
  • Accountable for the performance, productivity, and effectiveness of Workforce Management Teams.
  • Define, develop, and execute WFM processes for the contact centers in conjunction with cross-functional departments.
  • Conduct regular meetings with team members to continuously communicate key information regarding changes to business and/or policies and procedures.
  • Provide leadership, direction, and growth opportunities to members of the department, performing those responsibilities in accordance with the Company's policies and applicable laws.
Requirements
  • College graduate of a business or technical course
  • Minimum of 5 years of Workforce Management experience in a Contact Center environment.
  • With at least 3 years of managing group/s of Workforce Analysts and/or Leaders providing end-to-end services to multiple campaigns, or a combined agent headcount of more than 6,000.
  • Solid experience in supporting inbound contact center/s, and with hands-on experience supporting a work-at-home operations setup.