Operations Manager

We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world

POSITION DESCRIPTION

Operations Manager

Acquire BPO is an award-winning business process outsource provider, to some of the world's largest brands operating contact centers and back-office services from offshore, nearshore, and onshore locations to clients globally and serviced from Australia, Dominican Republic, Philippines and the United States. Known for our commitment to safety, flexibility, and innovation, we strive to be the partner of choice for businesses looking to leverage the best global BPO and AI resources. Our employee value proposition, Come for a career, stay for the fun , underscores our commitment to a vibrant, inclusive, and engaging work environment.

Why Join the A-Team?

Come for a career, stay for the fun

• Enjoy 14 months of pay*
• HMO coverage for you and your family
• Yearly Kick Off Parties with major giveaways (like the car in 2023)
• Grow your career - yes, we love to promote internally
• Do meaningful work and collaborate with the best
• 900 promotions given each year
• 2,700+ leadership training courses

A Glimpse into Your New Role

As Operations Manager you are responsible in ensuring that all employment and personal information of employees are kept and handled in accordance with existing company policies on Information Security and Data Privacy.

What you get to do every day as an Operations Manager:

• Ensure profitability of the program/s by driving the attainment of Client specified KPIs and targets. Monitors the queue to ensure that service metrics are met, as well as monitor sales metrics through proper coaching, consequence management, etc.
• Upholds company policies as it relates to the program/s and drives for adherence to such policies.
• Ensures that checks on attendance, schedule adherence, and decorum in the workplace are executed for uninterrupted operations and to uphold the Company's standard in professionalism.
• Coordinates with Workforce for net staffing requirements and scheduling of agents given leaves, absences, and attrition.
• Dutifully conducts performance planning/appraisals/feedback meetings and accomplishes the necessary performance appraisal forms to assess high potential team members.
• Ensures that proper action is taken for non-performing supervisors as well as those with documented infractions against company policies. Provides coaching and mentoring to those who do not meet their metrics.
• Spearheads the design and implementation of daily/weekly/monthly incentive schemes to drive positive performance.
• Ensures the objective stack ranking of team members in terms of metrics and /performance to provide solid basis for performance assessment.
• Provides opportunities for immediate coaching for associates and team leaders for improved performance.
• Liaisons with Top Management and the Client regarding the program's performance.
• Analyzes the necessary information (E.g. Top and bottom performing agents) and translates this to tangible and relevant data on program performance.
• Generate value added actions or initiatives for strengthened partnership between the client.
• Promote and demonstrate Acquire's values internally and externally.

What You'll Bring

• Superb client relational, leadership, and people-management skills.
• Adaptive to changing work schedules and environment.
• Operates with very minimal direction and supervision.
• Proven time management and multi-tasking skills.
• Detail oriented, analytical, problem-solver, and sound decision maker.
• Project management and presentation skills.
• Professional communication skills both verbal and written.
• Ability to plan, organize, and coordinate initiatives and efforts.
• Ability to develop agents and Team Leaders / Shift Managers to be critical thinkers in all their interactions with the customers or colleagues.
• Possess excellent communication skills that they can impart to respective agents and Team Leaders / Shift Managers
• Should be able to train Team Leaders / Shift Managers with all updates and changes in the processes of the campaign.
• Strong command in English communication both Oral and written.
• Should have strong knowledge of Microsoft Office application.
• Open communication between staff while maintaining professional conduct.

With a diverse global team working together, we proudly embrace and live by these shared values:

• Collaboration: Brilliant jerks can be brilliant elsewhere.
• Impact: Do, get it done, create impact.
• Passion: Be positive, bring passion and energy.
• Transparency: A transparent team can help each other.

What are you waiting for?

Join the A-Team and experience the A-Life

Join the A-Team and experience the A-Life