Operations Manager

Requirements
:

• Candidate must possess at least a Bachelor's/College Degree, any field. Post Graduate (preferably MBA), PMP certification or relevant domain certification
• Required skill(s): At least 5 years Contact Center Senior Managerial role
• Advantage if has background in: Financial accounts, Payment Gateway; Customer Service
• Excellent understanding of the social space (trends, influencers, engagement, things to be cautious of etc.)
• Ability to manage multiple stakeholders and multiple geographic teams
• Good interpersonal and communication skills
• Excellent Soft skill, Communications skills(Voice & Email) to handle global customers
• Applicants must be willing to work in Giga Center, Pasig
• Applicants must be willing to work in Mid-Graveyard shift and or Holidays and weekends if needed

Purpose of the Role:

• Take complete ownership and accountability for delivery of operational metrics including CSAT, SLAs and Capacity utilization for your teams & devise daily, weekly, monthly, quarterly strategies to meet targets.
• Ensure high quality of delivery and performance from the entire team including Team Lead, QA, Trainers, SMEs and Support Personnel.
• Ensure the team is always up to date with product and process knowledge and are adhering to workflow and process guidelines
• Ensure deep subject matter expertise of self (product knowledge)
• Ensure bench strength and attrition is under control and does not impact operational excellence.
• Work proactively with the Google Vendor Manager to deliver cohesive, coordinated and highly qualitative customer engagement experience.
• Continuously look for opportunities to improve customer experience provided by the Client and make recommendations to the Vendor Management team.
• Oversee Solutions repository and ensure Top quality solutions are available to the associates.
• Develop Service and business level agreement to set expectations and continuously measure performance.
• Developing strategies for project metric improvement beyond industry standards
• Advise management on additional resources and situations that will help growth and sustained productivity efforts.
• Manage projects for emergency operations , manage client relationships, support associates / resources for individual growth.
• Build project to multi support digital environment
• Oversee the content creation and distribution of original content and communications.
• The OM will provide overall management support for the Assigned Worker teams via close coordination with Team Managers and Team Leads. Duties will include, but are not limited to oversight of training of Assigned Workers, reporting on Assigned Workers ongoing performance (service levels performance and services quality) and functionality of MSP processes and organizational structure. The OM is responsible to track and provide reports of service levels for all levels of the organization to Client Program Managers at regular intervals, and work with Client Program Managers to resolve nonperformance.
• Experience aggregating daily reporting using 3rd party & 1st party reports
• Ability to lead performance analysis and long-term strategic roadmaps for high level campaigns
• Ability to manage budgets and build budget and performance projections
• Ability to prioritize and multitask with little supervision
• Strong communication skills to direct any potential issues to either the client or the Accounts
• Develop and track key business metrics around customer behavior, channel analysis and competitive analysis

Areas of Responsibilities:

• Stakeholder/Business Management:
• Deliver on financial goals for the business
• Prepare and report process performance metrics to stakeholders
• Participate in management discussions (Governance discussion, Management forums with customer)
• Identify key cost drivers and ensure they are optimized.
• Proactively identify opportunities for additional business with customer
• Identify opportunities for growth & deliver on growth commitments (number of people)
• Anticipate & plan for new business & get involved in hiring
• Share value addition and best practices across teams
• Adopt best practices from other processes/ verticals etc.

Customer Relationship Management:

• Manage customer relationships through regular communication with clients through weekly/ monthly reviews
• Discuss operational issues and Critical to Quality (CTQ) delivery issues with the customer
• Attend customer calls and meetings, pro-actively flag issues and prevent surprises
• Manage and resolve escalations and issues raised by customers
• Identify better ways to deliver anticipated customer needs or to deliver existing services that target customers value
• Analyze customer feedback at desired intervals and initiate ways to improve the score.

Process Improvements and Adherence:

• Ensure compliance to the set standards/norms in order to adhere to quality standards and other compliance norms
• Initiate and deliver on process improvement projects to improve process efficiencies

Project Control, Management and Review / Program delivery:

• Drive team to achieve process SLAs / metrics productivity and quality targets within the established timelines
• Ensure proper documentation and knowledge transfer as per project plan and schedule
• Work with support functions to enable infrastructure support to team and ensure zero downtime
• Prepare for infrastructure and other growth related requirements
• Ensure resource utilization and scheduling of end to end work
• Plan for resources based on volume projection and current available head count and allocate responsibilities
• Effective forward planning in terms of process delivery, people & client engagement

People/Team:

• Provide guidance and mentorship to team
• Drive knowledge management and continuous up skilling of the team
• Conduct performance appraisals for team members
• Manage attrition through skip level meetings, planning interventions, engagement calendars
• Identify training needs for direct reports and ensure domain/developmental trainings needs are met
• Participate in organizational initiatives such as recruitment drives, training programs etc.
• Deliver communication received from senior management to the team members though town halls, team meetings"