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Operations Manager
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Quezon City

    Operations Manager - Quezon City, Philippines, Pilipinas - Afni, Inc.

    Afni, Inc.
    Afni, Inc. Quezon City, Philippines, Pilipinas

    2 araw ang nakalipas

    Default job background
    Buong oras Seguro
    Paglalarawan

    Essential Functions and Responsibilities
    • Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews
    • 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
    • Accomplishes call center human resource objectives by recruiting, selecting, 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
    • Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
    • Prepares call center performance reports by collecting, analyzing, and summarizing data and trends
    • Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades
    • Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking 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

    Requirements

    • Minimum Qualifications:
    • Candidate must possess at least a Bachelor's/College Degree in any field
    • At least 2 year(s) of working experience in the same role is required for this position
    • WITH EXPERIENCE WITH CUSTOMER SERVICE
    • Strong Verbal Communication
    • Strong Customer Focus and Customer Service
    • Engages in Process Improvement
    • Strong Problem Solving Skills
    • Good People Management
    • Managing Process
    • Emphasizing Excellence
    • Applicants must be willing to work in Commonwealth, Quezon City
    • Can start ASAP
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