Operations Manager

Operation Management Management BPO Operations

Icon salary Salary
Up to $1,529
Icon Location Location
Philippines

Job Overview And Responsibility

OPERATIONS - Benchmark client's competitors, and provide better solution to clients and customers - Able to upsell/cross-sell to the clients to enrich the business features which can add values to their in-house business strategies TEAM DEVELOPMENT - Always seek ways to develop the performances of the supervisors and direct reports through upskilling initiatives - Able to control over the pace and direction of an initiative for operational improvements and sustainability CLIENT RELATIONSHIP - Reflect good understanding about customer needs and client’s business to ensure the business solutions are matched - Able to propose new services/business proposition based on client business plan in order to contribute to client business expansion BUSINESS PLANNING - Able to plan and maximize team performances within the budget allocated - Drive the approaches and strategies towards realizing the business plan PERSONAL SKILLS - Deal with decision-making within their area of responsibility and implement projects that will meet the strategic objectives of the organization. - Establish trust and keep good relationship with clients for additional and new business to bring maximized sales and profit. - Take ownership for the team performances and improve it through clear communications and delegations - Display excellent leadership skills and able to bring the team together and resolve any conflicts, if occurred - Use the analytical, fair and critical thinking to make sound decision - Organize and able to plan sensibly towards achieving the goals and targets set - Able to manage composure and tolerate with challenging environment - Set of moral values centered on importance or work and desire to work hard OPERATIONAL SKILLS - Well verse with client product or services which can lead to an excellent performance of the team - Possess the related computer literacy and navigation skills to expedite the tasks and maximize productivity - Minimize the costs of operation by meeting the quantitative and qualitative requirements and by maintaining standard of resources in responsible projects and department. - Able to present the required reports for the management - Formally delivers information & presentation to groups about products & services - Structure and direct team members work on projects or program to ensure best performance are delivered - Ability to make decisions efficiently to resolve customer’s issues - Manage the staffing requirements on the operation floor through effective forecasting & scheduling, attendance management, headcount projection and recruitment - Able to use and analyse the performances data to manage the performances at all levels STRATEGIC SKILLS - Well verse with customer service and contact center operations and able to manage it accordingly - Excellent in managing the clients and stakeholder to ensure expectations been heard and responded - Sound confident, competent and efficient to lead to higher possibility of operation effectiveness, greater client and customer satisfaction FRAUD PREVENTION & INFORMATION SECURITY - Adhere and ensure project members adherence to company rules and regulations and IT security processes and ensure data confidentiality of all information at all times. - Understand non compliance and fraud policies and conduct professionally at all times. Report to management if there is any suspected risk or fraud detected. SECTION C: KEY JOB TASKS DAILY - Develop and improve coaching skills of all leaders - Manage escalated transactions from clients/customers/team members - Review, plan and update leave requests from all levels WEEKLY/ MONTHLY/ QUARTERLY/ANNUALY - Update team members on process and policies changes rolled out by client - Participate/Organize weekly meeting on project updates - Complete the needs of reporting such as Operations Health Check, EWS Process & it’s Analysis etc - Able to compute profit and loss of the project - Address and manage attrition consistently and continuously discuss the progress and ways to improve with Operations OTHERS - Always seek ways to have discussion on Probationary Scorecard, Operational Policies, setting of expectations etc for further improvements - Prepare, develop and present project’s performances to client

Required Skills and Experience

Education - Graduate of Any 4 year course Experience - Work experience in the same or related role for at least 3 years - Preferred exposure in the multinational BPO / Call Center industry - Strong background in managing customer-centric KPIs (CSAT, NPS, etc.)

Why Candidate should apply this position

Allowance - PHP 1500.00 monthly rice allowance from Day 1 HMO - Day 1 coverage + 1 free dependent - Optional to enroll one more (premium will be salary deducted) - 10 VL (earned monthly) - 10 SL (earned monthly) - Annual Leaves - 1 Birthday Leave - 3 Emergency Leaves (supporting docs required) from Day 1 - Other Govt-mandated leaves - Annual Leaves are available for Full-Time employees (probationary for 6 months before regularization) except for Emergency Leaves.

Preferred skills and experiences

- Six Sigma Certification is an advantage

Report to

Senior OM

Interview process

Screening, online exam and creation of PPT (TCAP will provide a template or mock data to use) ->Initial Interview and Excel Exam - Final Interview - Client Interview (depending on the project)

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