Operations Manager
1 month ago
We are seeking an experienced Operations Manager to join our team in Digital Ad Ops. The successful candidate will be responsible for managing operations for Customer Service/Tech Support - Voice and Non-Voice.
Key Responsibilities:
- Manage operations for Customer Service/Tech Support - Voice and Non-Voice
- Perform weekly meetings with operations staff to discuss issues affecting business
- Submit weekly operations report to client
- Set operational goals, objectives and develops strategies to meet client metrics
- Gather, review, and analyze reports, records, and data from Team Leads and WFM to ensure that all quality, efficiency, and productivity standards are met
- Possess Budgeting and Financial Planning skills
- Must be able to foster a Positive and Productive Work Environment, with ability to Lead, Build Teams, and Motivate staff
Requirements:
- Must have excellent Verbal and Written English Communication Skills
- Solid understanding of computer basics (Windows, Excel, Word, Operating Systems and the Internet)
- Must be willing to work on Night Shifts and Shifting Schedules at Bonifacio Global City, Taguig City
- Minimum 3 years proven management experience in a BPO contact center environment
- Must have experience handling a CSR/TSR campaign
- Understanding and ability to execute Inbound Programs to ensure Service Levels and financial objectives are met
- Strong Planning, Forecasting, Problem-Solving and Analytical Skills
- Proven ability to develop, produce and analyze reports from existing systems and make informed recommendations from the data gathered
- Strong Organizational, Leadership and Interpersonal Management Skills
- Possess excellent knowledge of Manpower Planning
- Knowledge of current Call Center & Workforce Management Technologies
- Demonstrated ability to interact with peers, senior management and other departments in a professional manner
What We Offer:
- Competitive salary package
- Exciting employee engagement activities
- Learning sessions every week
- Fast career growth
- Accessible location
- HMO (Free Dependent)
- OT/Holiday pay
- Leave credits
- Leave conversions
- Night differential
- Uncapped annual appraisal
- 2 days off
We are an equal opportunities employer and welcome applications from all qualified candidates.
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