Operations Manager
6 days ago
Location: Nuvali, Sta. Rosa, Laguna
Work Arrangement: 100% Onsite
Work Schedule: Shifting (Majority Nightshift)
EXPERIENCE:
Minimum of 5-8 years call center experience required, with at least 3-5 years at the manager level
2-3 years directly managing call center supervisors
Proven and demonstrable leadership, management, and motivational skills
Non negotiable experience with sales (hard-selling/upselling), call center technology, including ACD, workforce management agent productivity tools, and quality management tools.
Proficiency using MS office suite
DUTIES AND RESPONSIBILITIES:
Support directives from Call Center leadership.
Lead, coach, and develop Call Center Supervisors.
Set and prioritize goals to achieve business objectives.
Collaborate with HR, Training, Workforce, Finance, and Quality teams.
Drive improvements in people, processes, and technology.
Ensure client, subscriber, and quality expectations are met.
Recognize and reward top performers.
Manage budgets, projects, and changing priorities.
Maintain strong floor presence and open communication with staff.
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