Operations Manager (Bpo)

PRINCIPAL DUTIES/ RESPONSIBILITIES:
Operations Manager is required to oversee the day-to-day operational activities and proper functioning of call center operations. This includes ensuring that the team delivers as per set expectations while maintaining the required quality standards and achieving business SLA’s and KPI’s while aiming for maximum efficiency and cost-effectiveness.

JOB RESPONSIBILITIES

• Develop objectives for the call center’s day-to-day activities
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc).
• Effectively lead a team of 4-5 Team Leads and 60-80 production associates for a contact center project

• Collect and analyze data. Prepares reports for different departments, upper management, or clients

• Analyze volume pattern and share trends or highlight variation to the process lead. Develop strategies to handles high volume situation

• Hire, coach and provide training to personnel to maintain high customer service standards

• Evaluate performance with key metrics that will help with program SLA

• Actively involved in client communications• Minimizes absenteeism and controls attrition within the team by creating the right environment for them to work in.

• Liaison between support function and Operations to ensure smooth functioning of day-to-day activities

• Supports BU/LOB lead in transition efforts for new work queues or expansion efforts across multiple locations• Coordinates with the India leaders for business updates and routine operations.

If you are interested for this Job role . Please send a copy of resume at starkasiajervis@gmail.com or send a viber message @ 09171322952

Job Type: Full-time

Pay: Php95,000.00 - Php120,000.00 per month

Benefits:

• Flexible schedule
• Health insurance
• Life insurance
• Paid training

Schedule:

• 8 hour shift
• Night shift
• Shift system

Supplemental Pay:

• 13th month salary
• Anniversary bonus
• Bonus pay
• Performance bonus
• Quarterly bonus
• Yearly bonus

Experience:

• Operation Manager: 2 years (Preferred)

Work Location: In person