Financial Services Manager

5 days ago

Manila, National Capital Region, Philippines beBeeOperations Full time ₱900,000 - ₱1,200,000
Job Description

The Operations Manager is responsible for ensuring the profitability of the account/s and program/s by meeting client KPIs, goals, and targets. They ensure company-set ratios for staffing are maintained for smooth operations of the program/s, and that the manpower complement is sufficient for the forecasted call volume.

  • Ensures the profitability of the program/s by driving for the attainment of Client-specified KPIs and targets.
  • Monitors the queue to ensure that service metrics are met, as well as monitors sales metrics through proper coaching, consequence management, etc.
  • Upholds company policies as it relates to the program/s and drives for adherence to such policies.
  • Ensures that checks on attendance, schedule adherence, and decorum in the workplace are executed for uninterrupted operations and to uphold the Company's standards of professionalism.
  • Maintains company-set ratios on staffing to ensure smooth operations of the program/s.
  • Complements the forecasted call volume of the program/s with the adequate manpower on the floor by periodically checking forecasts versus actual call volumes.
  • Coordinates with Workforce for net staffing requirements and scheduling of agents given leaves, absences, and attrition.
  • Requests for overtime or 6th day work in order to meet service metrics by efficiently handling the forecast and / or spikes in call volumes.
Required Skills and Qualifications

The ideal candidate should possess a Bachelor's Degree in any course, preferably Business or Business Management, with at least two (2) to three (3) years Call Center Operations, Customer Service, Business Process Outsourcing, or Telecommunications experience in an Asst. Managerial or Managerial capacity. Proficiency in MS Office applications and other call center-specific software/systems is required.

  • Bachelor's Degree in any course, preferably Business or Business Management.
  • Two (2) to three (3) years Call Center Operations, Customer Service, Business Process Outsourcing, or Telecommunications experience in an Asst. Managerial or Managerial capacity.
  • Proficient in MS Office applications and other call center-specific software/systems.
Benefits

This role offers opportunities for growth and development, with a focus on recognizing and rewarding top-performing team members. The successful candidate will have the chance to make a real impact on the organization's success.

  • Opportunities for growth and development.
  • Recognition and rewards for top-performing team members.
Additional Information

Telus Digital is committed to creating a diverse and inclusive workplace, where all employees feel valued and empowered to succeed. We strive to be an equal opportunity employer and welcome applications from qualified candidates of all backgrounds.

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