Senior Contact Center Operations Manager

1 day ago

Pasay, National Capital Region, Philippines beBeeOperations Full time $60,000 - $80,000
Job Description

We are seeking a highly skilled Operations Manager to lead our Consumer Sales and Trade Reservations teams. As a key member of our team, you will be responsible for managing day-to-day contact center operations, ensuring efficient and effective workflows, optimizing operational processes, facilitating effective communication and collaboration with relevant stakeholders, and maintaining high standards of quality and productivity.

You will support and develop teams to ensure they meet and exceed department goals and KPIs. Additionally, you will help ensure compliance with company procedures across all access channels. The successful candidate will identify areas of opportunity to improve Silversea policies and process improvement opportunities with the goal of improving guests' interactions with our brand.

Responsibilities
  • Operational Oversight:
  • Manage and oversee daily business operations.
  • Ensure operational efficiency and effectiveness through strategic planning and process optimization.
  • Monitor and analyze operational performance metrics.
  • Identify areas for process improvement and implement effective solutions.
  • Effectively manage resources to meet all corporate objectives, determines and measures important metrics in order to effectively identify areas of strength and areas needing improvement including service levels, conversion rates, compliance, quality standards, and any other statistical measurements/goals.
  • Ensure efficient allocation and utilization of resources, budgets, or costs.
  • Team Leadership:
  • Lead, mentor, and develop the operation teams, fostering a collaborative and high-performance culture.
  • Facilitates an environment where coaches are completing performance appraisals and providing constructive feedback.
  • Coordinates and supports employee engagement activities with direct and trade teams, including the design and implementation of various programs aimed at motivating employees and maintaining high levels of job satisfaction.
  • Risk Management:
  • Identify and mitigate operational risks to minimize disruptions.
  • Ensure compliance with health, safety, and occupational regulations.
  • Serves as a leader in crisis situations and provides valuable feedback and insight during situational response meetings as they pertain to guest or trade partner handling, and communications.
Qualifications

We are looking for a candidate with a Bachelor's degree or equivalent, and minimum 5 years' experience in industry or related field. Ideally, you have successfully demonstrated leadership experience of at least 3 years in sales or service call center environment, preferably in the Travel Industry.

  • Certifications such as COPC, Lean Six Sigma, PMP are a plus.
  • Strong leadership and team management skills.
  • Excellent problem-solving and analytical abilities.
  • Proficiency in project management and process improvement methodologies.
  • Effective communication and interpersonal skills
  • Adaptable and flexible to changing business needs
  • Strong business acumen
  • Ability to grasp/learn complex concepts quickly and independently.

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