Operations Manager

32 minutes ago

Dumaguete, Central Visayas, Philippines inspiro Full time ₱40,000 - ₱80,000 per year

About the Role

Provides support and guidance to operations staff so that the company's goals and objectives are achieved.

Responsibilities

  • Prepares monthly scorecards and performance appraisals of Team Leaders, and/or Operations Supervisors, ensuring timely submission of division's/subordinates' performance reports.
  • Leads the review and analysis of the group's performance to identify strengths, profit opportunities, and possible areas for improvement.
  • Recommends and/or approves employee movements for subordinates.
  • Guides team members on a regular basis ensuring that they are properly equipped with needed knowledge and skills.
  • Conducts various developmental activities (including coaching, one-on-one discussions, feedback sessions) to ensure that team members are developed to perform key roles within the team.
  • Coaches Team Leaders and/or Operations Supervisors on performance areas as needed.
  • Assigns specific duties and tasks to Team Leaders and/or Operations Supervisors to develop their skills and competencies.
  • Recognizes achievements of Team Leaders and/or Operations Supervisors and gives proper commendations in accordance with performance.
  • Negotiates conflict between staff and resolves complaints against subordinates.
  • Establishes and implements the company and departmental code of conduct and departmental policies, goals, objectives, and procedures, conferring with the immediate superior and staff members as necessary.
  • Oversees performance of the team to ensure that the campaign attains or delivers its Goals or Key Performance Metrics.
  • Works with the Training team regarding the development and design of Training programs to improve campaign's performance.
  • Collaborates with the Quality team to provide directions regarding program's performance such as Quality scores, outliers, opportunities, etc.

Qualifications

  • Graduate of any 4-year course
  • Must have at least 5 years working experience in the Call Center Industry
  • Must have at least 3 years' experience in a managerial role, preferably overseeing operations within the call center or customer service industry

Required Skills

  • Must have intermediate knowledge on Call Center Fundamentals
  • Must have advance knowledge on Client Management
  • Must have time and project management skills
  • Must be highly resourceful, analytical, and creative
  • Must have presentation and interpersonal skills
  • Must have superior ability to build relationships and promote an environment focused on team development, and continuous improvement
  • Must have knowledge on PNL
  • Must be proficient in MS Office application
  • Must have excellent English oral and written communication skills

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