manager, operations, iii

2 weeks ago

Cebu City P, Philippines Qualfon Full time ₱1,500,000 - ₱2,500,000 per year

Overview:

Role: Manager, Operations III

Responsibilities:

Main Responsibilities and Duties

  • Operations Management

  • Ensures client-set performance metrics are met or exceeded:

    • Scorecard (Client)
    • Quality
    • Adherence
    • Turn Times
    • Throughput
  • Supervises and analyzes reports and staffing patterns to meet service levels.
  • Leads Focus Group Discussions (FGDs) to address employee concerns.

  • Account and Financial Oversight

  • Ensures internal metrics are met:

    • Manpower Utilization
    • Attrition
    • Production (hours)
  • Forecasts revenue and spending to meet EBIT goals.
  • Manages productivity reports and cost statistics.
  • Communicates directly with US-based Vendor Management Offices.

  • Communication and Escalations

  • Organizes and attends conference calls.

  • Uses email, chat, SMS for updates and feedback.
  • Oversees operational escalations and performance updates.

  • Strategic Analysis and Action Planning

  • Identifies operational gaps and defines improvement plans.

  • Develops and implements strategic workflows and action plans.

  • Leadership and Talent Development

  • Raises concerns and suggestions to ManCom during weekly meetings.

  • Identifies and develops key personnel.
  • Provides timely feedback and coaching.
  • Recommends and organizes training programs.

  • Leadership Gap Management

  • Identifies leadership gaps and creates development plans.

  • Forecasts training needs to meet FTE goals.

  • Employee Engagement

  • Develops programs to enhance motivation and maintain a positive work environment.

  • Team Communication

  • Leads initiatives to improve communication and drive performance.

Qualifications:

Qualifications
  • Education: Bachelor's Degree in any field or equivalent experience.
  • Experience: At least 5 years in call center operations, with 2–4 years in a supervisory or managerial role.
  • Certifications: Six Sigma certified, HRIS management.
Skills and Competencies
  • Project Management: Planning, execution, and oversight using tools like milestones, scheduling, budgeting, and contingency planning.
  • Business Software Applications:
  • Basic: MS Word, PowerPoint, Excel, Outlook
  • Advanced: Excel (Macros, VB, Pivoting, VLOOKUP, Graphs), Linux, PHP, .NET, SQL, GUI
  • Management Communication: Ensuring effective information flow.
  • Problem Solving: Identifying and resolving issues using various tools.
  • Cost-Benefit Analysis: Evaluating organizational activities using cost accounting and assessment tools.

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