Operations Manager

3 days ago


Pasig, National Capital Region, Philippines Offshore Business Processing Full time

Responsibilities

  1. Supervise the day-to-day operation of a team of 18-20 staff members.
  2. Ensure that SLAs and Key Performance Metrics are met on a daily basis.
  3. Support and develop staff to improve efficiency and performance of the team.
  4. Analyze agents' performance and develop action plan, key projects and initiative to bridge gaps.
  5. Serve as mentors and coaches to the reps on the floor and act as first point of escalation for client-specific issues.
  6. Motivate and coach team members on effective use of process and procedures.
  7. Maintain coaching logs and audits for documentation and reporting.
  8. Drive and track process parameters critical to quality and process.
  9. Attend regular meetings with the Management Team and clients.
  10. Proactively contribute ideas and give timely feedback to the Management Team.
  11. Submit weekly and monthly report to the client and Team Manager.
  12. Disseminate client-specific information in a timely manner.
  13. Provide clarifications and guidelines to enhance the agents' understanding and competence relative to client-specific information and processes.
  14. Support the Operations Manager in providing leadership, guidance and support to agents to ensure the creation of a positive and productive work atmosphere and team spirit.
  15. Address agents' needs and concerns, performance and motivation issues and conflicts.
  16. Interact with external clients and the Management, in the absence of the Team/Operations Manager.
  17. Drive a positive and healthy working environment.


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