Operations Manager

7 hours ago

Mandaluyong City, National Capital Region, Philippines IBEX Global Full time ₱1,200,000 - ₱3,600,000 per year


Overview

The Operations Manager is responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization's policies and applicable legal requirements.



Responsibilities

DUTIES AND RESPONSIBILITIES:

Manage the performance of the team leaders and their representatives in providing quality services to meet performances and quality needs of clients while supporting the goals of the organization and remaining consistent with corporate policies, procedures and philosophiesEnsure optimum productivity and service level goals are maintained at all timesMaintain an excellent working relationship with clients while continuously strive to improve the level of overall service provided. Develop all team leads to ensure top performanceDay to day management of account and related issuesMonitor, measure, report & analyze data to improve call centre performanceMonitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniquesResponsible for staffing and hiringProvide Subject Matter ExpertiseHold team meetings on a regular basis with direct reports.Communicate all process and client changes to direct reports within specific timeliness

Qualifications

Knowledge

Up to date management skills and understanding of employee motivationUnderstanding of key performance indicators including the working knowledge to drive appropriate behavior

Skills

Excellent communication skillsStrong Customer Service skillsExcellent Leadership and Interpersonal skillsEffective organizational skills and time management skills

Abilities

Ability to apply knowledge of accounts business, technology and processes to manage escalations and lead more junior team members.Ability to problem solve independently and make fast but high quality decisionsAbility to create, interpret and analyze reports Ability to exhibit professionalismAbility to drive for results and motivate others in order to meet organizational goals, expectations and requirements of internal and external customersAbility to work a flexible schedule (graveyard/shifting schedule)

Education/Experience:

Bachelor's degree (any field) is preferredAt least has 2 years of experience as an Operations/Program Manager

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