Operations Manager

2 days ago

Pasacao Bicol Region, Philippines Afni, Inc. Full time $80,000 - $120,000 per year

Description
Essential Functions and Responsibilities:

  • Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
  • Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations. Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
  • Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
  • Prepares call center performance reports by collecting, analyzing, and summarizing data and trends. Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
  • Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Requirements

  • Minimum Qualifications:
  • Candidate must possess at least a Bachelor's/College Degree in any field
  • At least 2 year(s) of working experience in the same role is required for this position
  • With experience in Customer Service/Technical Support (TELCO Account)
  • Strong Verbal Communication
  • Strong Customer Focus and Customer Service
  • Engages in Process Improvement
  • Strong Problem-Solving Skills
  • Good People Management
  • Managing Process
  • Emphasizing Excellence
  • Applicants must be willing to work onsite
  • Can start ASAP

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