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Operations Manager for BPO - Night shift

Job Category:

BPO / KPO / Shared Services

Job Level:

Executive

Open Date:

27-Apr-2020

Location:

CITY OF MANDALUYONG

Close date:

30-Sep-2020

Client Industry:

BPO

Job Description and Qualification:

An Operations Manager is a senior-level employee who’s aim is to ensure that the organization is running as smoothly and efficiently as possible, and that the goods and/or services produced meet client or customer needs.

Main Job Task and Responsibilities: 

  • Improve the operational systems, processes and policies in support of organizations mission - specifically, support better management reporting, information flow and management, business process and organizational planning. 

  • Coordination and communication between support and business functions through improvements 

  • Play a significant role in long-term planning, including an initiative geared toward operational excellence. 

  • Ability to build and maintain strong client relationship 

  • Responsible for business continuity 

  • Drive initiatives in the management team and organizationally that contribute to long-term operational excellence. 

  • Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations. 

  • Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.

  • Prepares call center performance reports by collecting, analyzing, and summarizing data and trends 

  • Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; bench marking state-of-the-art practices; participating in professional societies.

  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. 

  • Accomplishes LOB objectives by orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

Requirements:

  • At least 10 years of BPO experience and

  • At least 5 years of experience as a Manager

  • Candidate must possess at least a Bachelor’s / College Degree

  • Excellent computer skills and proficient in excel, word, outlook, and access

  • Excellent communication skills both verbal and written

  • Demonstrated leadership and vision in managing staff groups and major projects or initiatives.

  • A demonstrated commitment to high professional ethical standards and a diverse workplace

  • Excels at operating in an fast pace, community environment

  • Excellent people manager, open to direction and +Collaborative work style and commitment to get the job done

  • Ability to challenge and debate issues of importance to the organization.

  • Persuasive with details and facts

  • Amenable to work at Night

  • Amenable to Travel to Cebu from time to time

Salary:

PHP 1M – 1.9M