Country Lead

2 days ago

Manila, National Capital Region, Philippines Everise Full time $90,000 - $120,000 per year

Company Overview

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you'll love today

Position Summary:

The Country Lead ensures the smooth functioning of the processes and compliance with procedures and policy guidelines. Leads the team of Operations Heads into operational growth and maximization of revenue; manages the processes as per client requirements and ascertains timely delivery of SLAs; support future clients /new processes

Principle Accountabilities:

  • Develop strategic & tactical plans to identify, analyze and efficiently respond to client needs, emerging trends, and best practices
  • Ability to manage a multicultural team
  • Build & execute growth plans for accounts to achieve revenue
  • Ensure Service Level Agreements (SLAs) for the process are met as agreed with clients
  • Classify causes for non-achievement of SLAs, develop solutions, and execute them
  • Supervise the performance of processes every week/month and discuss the same with clients
  • Develop & leverage client relationships to maximize bottom-line results
  • Establish & develop strategies to achieve operational growth as per organizational directives to maximize profitability and client satisfaction
  • Develop short- and long-term strategic business goals
  • Ensures a Business Continuity Plan is in place for all processes
  • Address internal & client related issues that affect process efficiency targets
  • Plan, develop and implement strategies for operational management to meet agreed organizational performance plans within agreed budgets & timescales
  • Establish & maintain appropriate systems for measuring necessary aspects of operational management & development
  • Monitor, measure, and report on operational issues, opportunities, and development plans and achievements within agreed formats and timescale
  • Liaise with other functional/department heads to understand all necessary aspects and needs of operational development and to ensure they are in line with operational objectives, purposes and achievements

Attributes & Attitude:

  • Good understanding of business cycles, budgeting & financial management
  • Customer Focus & Enabling people performance
  • Ability to understand financial statements and perform elementary financial analysis
  • Align individual goals to Organizational Goals
  • Ability to manage multiple complex projects simultaneously

Knowledge:

  • Qualification
    : Graduate or Postgraduate in Management
  • Experience
    : 15–20 years of experience in a
    BPO/call center environment

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