Operations Manager

Gatestone & Company Americas Inc. Philippines

The Role: Operations Manager (BPO)

The candidate chosen for this position will work closely with the Director to manage performance, mentor and coach Supervisors to drive KPI performance and operational efficiency while maintaining program profitability.

KEY ACCOUNTABILITIES:

• Responsible for management of Operations for staff in Alabang location. Position will be primarily located in Alabang with travel as needed to Cebu to support and collaborate with team members there.
• Responsible for overall performance and call quality for the department based on client expectations and department profitability with overall responsibility to achieve client KPI and Gatestone revenue goals.
• Responsible to respond to and report escalations, system outages and client inquiries in a timely and knowledgeable manner.
• Responsible for management of overall department processes and responses to client inquiries as required and in a timely manner.
• Promote, hire, develop, train and motivate department Supervisors and Team Leaders.
• Monitoring and management of service levels and staffing adherence.
• Create and implement contests and incentives to motivate agents and Management staff while driving performance.
• Participate in call calibrations and client performance business reviews.
• Provide input into performance reviews to be supplied to the client.
• Assist with coordination of client visits and maintenance of working relationship with assigned points of contact.
• Review and approve payroll submissions and processes for the department to ensure accuracy and timely submission within deadlines.
• Review and approve time off requests for management employees.
• Reinforce set targets for Supervisors and Team Leaders, monitor their success & develop action plans.
• Implement plans to monitor and impact agent attrition to reduce turnover.
• Participate in department recruitment and hiring selections.
• Handle escalated customer calls in Billing, Customer care, Sales and Technical Support.
• Perform progressive discipline with agents as required to address performance and policy violations.
• Knowledge, understanding, compliance and enforcement of all applicable policies, laws and regulations relating to job duties.
• Knowledge, understanding, compliance and enforcement of all Gatestone policies and procedures.
• Provide feedback to Senior Executive team concerning performance of the team, possible problems and areas of improvement making recommendations to implement improved processes where warranted.
• Other duties as assigned.

CORE COMPETENCIES & ATTRIBUTES:

• An analytical thinker, able to synthesize complex or diverse information, collect and research data, use intuition and experience to complement data.
• A proven track record with the ability to supervise, motivate, lead direct reports.
• Ability to take initiative, volunteer readily, undertake self-development activities, seek increased responsibilities, take independent actions and calculated risks, look for and take advantage of opportunities, ask for and offers help when needed.
• Excellent people management skills including a successful track record in developing team members' skills, motivating, encouraging growth, providing constructive performance feedback and building an effective team.
• Effective communication skills with colleagues and management: verbal, written and listening.
• Punctual, is consistently at work and on time, ensures work responsibilities are covered when absent.
• Proven ability to operate in a fast paced environment managing large groups of 300+ agents.
• · Flexibility in scheduling to work evening and night shifts including weekends and statutory holidays.
• Ability to travel without restrictions to other Gatestone or client locations when required.

EXPERIENCE & QUALIFICATIONS:

• Minimum 5 year call center experience with a minimum 2 years of experience in a Supervisory or Management role.
• Experience in coaching and mentoring to drive performance preferred.
• Proficiency with Microsoft Office products and Internet.
• Knowledge and understanding of budgets and P&L statements an asset.