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Operations Excellence Manager

1 week ago

Cebu City, Central Visayas, Philippines IntouchCX Full time
About IntouchCX

IntouchCX is a leading provider of customer experience management solutions. We deliver exceptional results by immersing ourselves in our clients' worlds with curiosity, creativity, and innovation.

To learn more about us and our culture, please follow the link to Our Story - https://youtu.be/GinyJ-abWJs

About The Job

We're seeking a Senior Operations Manager to drive performance and operational excellence for our partners. Our ideal candidate is a leader with a drive to deliver extraordinary results.

This role requires a fearless attitude and a passion to contribute to our culture. As Senior Operations Manager, you will:
  1. Ensure proper planning, staffing, and direction of operational functions.
  2. Review team performance daily to ensure optimal production is reached.
  3. Ensure proficient training and staff development is achieved across all teams.
  4. Develop and execute motivational incentives on the floor.
  5. Be responsible for ramp-up drives and goals.
  6. Analyze reports and program data, highlighting Key Performance Indicators (KPIs).
  7. Create action plans for continuous improvement.
  8. Ensure Service Level Agreements are met with optimum quality & service.
  9. Authorize and coordinate staffing schedule changes.
  10. Participate in partner calls and meetings.
The successful candidate will have 5 to 7 years of management experience in the call center industry, a post-secondary diploma or degree with a major in Business, client relationship management experience, and experience with managing budgets and understanding statistics. They will also possess excellent communication skills, both verbal and written, above average organizational and time management skills, and the ability to work under tight deadlines.