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Assistant Operations Manager - Customer Service (Cebu)

Job Category:

BPO / KPO / Shared Services

Job Level:

Supervisory

Open Date:

11-May-2020

Location:

CEBU CITY (Capital)

Close date:

31-Jul-2020

Client Industry:

BPO

Job Description and Qualification:

Basic Purpose/ Function:

  • This function is responsible for supervising and managing the Customer Service department. The purpose of this function is to assist the Operations Manager and/or Operations Director in overseeing the tasks that are involved in ensuring that the services are delivered as quickly, efficiently, comprehensively, and accurately as possible with the highest customer satisfaction. In the absence of an Operations Manager, the Assistant Operations Manager assumes the overall management of the tasks.

Requirements:

  • A Bachelor’s degree holder
  • Minimum of one to three years of relevant experience in handling operations in supervisory or managerial role preferably in workforce management, quality assurance, and customer services.
  • Specific experience in voice or non-voice Customer Service, Business Process Outsourcing and/or Knowledge Process Outsourcing.

Primary Responsibilities:

  • Monitors the team’s compliance to established policies and procedures relating to customer service. Provides feedback and action plan to Operations Manager regarding process or individuals that are non-compliant to policies or goals.
  • Works continually to improve processes or to improve the performance of the individuals who carry out the process. Recommends to Operations Manager any changes and/or improvement to the existing policies and procedures.
  • Monitors, manages, and improves the efficiency and quality of customer services.
  • Conducts interviews of potential employees before directing them to the manager. Assists in the selection and hiring process of new employees and also in the assignment of responsibilities to the entire staff.
  • Investigates and solves customer’s problems, which may be complex or long-standing problems that have been escalated by customer service representatives or supervisors. Provides feedback to Operations Manager and/or Operations Director regarding service failures or customer concerns.
  • Coordinates and communicates with other functions such as IT, HR, and other departments that are supporting the customer service functions.
  • Works closely with the Manager and Operations Director to ensure an end-to-end, repeatable fulfilment model is in place and executed in alignment with the client’s goals.
  • Conducts frequent coaching sessions to ensure all reps meet the standards for their program
  • Recommends action plans for improvement and or separation of agents from program as circumstances dictate.
  • Provides real time floor support to the front-line staff.
  • Mentors high potential candidates for further career growth.
  • Builds and manages relationship with all stakeholders internally and externally.
  • Ensures all the needs and expectations of the client and their customers are met.

Secondary Responsibilities:

  • Provides reports and analyses to Operations Manager and/or Operation Director regarding actual team performance against the goals and targets
  • Trains new supervisors and representatives according to the established training guideline of the company
  • Approves attendance logs and leave application on a timely manner
  • Completes paperwork related to attendance, performance and their payroll.

Skills

  • Leadership: a demonstrated ability to lead people and get results through others
  • Planning: ability to think ahead
  • Ability to organize and manage multiple priorities
  • Must possess an excellent analytical skill
  • Excellent communication skills, both oral and written English.
  • Excellent interpersonal skills and collaborative management style
  • Computer literate, especially with MS Office applications
  • Development of cost reduction / productivity and/or business improvement strategies with associated analyses
  • Structured problem solving, including the ability to conduct root-cause analysis and business process redesign
  • Results orientation / self-directed — ability to operate effectively and drive change in an unstructured environment

Salary:

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