Operations Manager-Customer Care Voice-Inbound

4 days ago

Philippines EXL Full time $240,000 - $480,000 per year
Description

Basic Function

Under the direction of the Senior Manager and / Asst. Vice President, this role is primarily responsible in managing operations and performance of the team to ensure all agreed SLA's and KPI's are met. This job also includes direct client interactions for any questions and issues around SLA's. The role continually involves coaching, training and developing supervisors and senior executives; promoting client and employee retention initiatives.

Responsibilities

Essential Functions

§ Develop strategies on the floor reducing attrition and improving employee satisfaction. Stay in touch with people and have a pulse of how they think and what needs to be done to influence them

§ Documented monthly performance review of Agents and Assistant Managers.

§ Execute quarterly and annual appraisals of agents and Assistant Managers and consequent development processes effectively. Appraisals of agents based on evaluation of metrics performance and of non-metrics based parameters. Mentor agents and AMs.

§ Drive reward and recognition activity on the floor. Get participation and create enthusiasm.

§ Drive process improvement activity on the floor using process excellence methodology. Be the champion for improvement on the floor. Identify areas for improvement, scope projects, and involve relevant others. Create enthusiasm for the process.

§ Review performance of the KPI's on a near term basis and develop plans for improvement of performance.

§ Stay in touch with client at the Process Owner level on a daily basis to review progress.

§ Ensure compliance with internal policies and procedures, external regulations and information security standards.

Qualifications

EDUCATIONAL REQUIREMENTS

§ Minimum 2-4 years college education

§ Domain related training background

WORK EXPERIENCE REQUIREMENTS

§ Total work experience should be minimum of 5 years in the contact center operations with leadership background

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