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    manager, operations - Dumaguete, Pilipinas - Qualfon Philippines, Inc.

    Qualfon Philippines, Inc.
    Qualfon Philippines, Inc. Dumaguete, Pilipinas

    1 araw ang nakalipas

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    Job Summary

    Manage the operations ensuring the results of the
    metrics set by the clients.

    • Ensures Qualfon complies with the performance metrics for client satisfaction andexceeding expectations:
    • Performance Metrics (among others):

    Scorecard (Client)
    - Quality
    - Adherence
    - Turn Times
    - Throughput

    • Analyzes report statistics and arrival patterns toensure adequate staffing to ensure establishedservice levels are achieved
    • FGD (Focus Group Discussions) to help identifyand address concerns from all levels ofemployees on the account.

    Manage the accounts at the operational level,ensuring the production, cost and financial results ofthe metrics set internally
    - Ensures Qualfon complies with the internalmetrics:
    - Manpower Utilization (Internal Productivity)
    - Attrition
    - Production (hours)
    - Others
    - Forecasts account revenue and spending and toalign so that revenue and EBIT goals are beingmet
    - Understands and maximizes impact on financial
    performance of the operations department.
    - Manages report of productivity in terms of hours
    has produced vs. Paid hours
    - Manages statistics on production (hours of
    operation), operating costs
    - Monitors and analyzes the internal metrics
    related to the Productivity and Direct Costs,
    indirect cost, all related to the Financial part
    Active communication and direct point of contact withthe Vendor Management Offices in the US

    • Organizes and attends Conference Calls
    • Uses electronic (E-mail, chat, SMS)
    • Makes and oversees Operational Escalations
    • Strategizes, operates, gives and receivesfeedback, and escalations.
    • Provides updates as to the performance of theaccounts.

    Analysis of results and Action Plan creation

    • Analyzes areas of opportunity based on resultsobtained in different operational stages at thestrategic level and produce and implement actionplans
    • Identifies gaps
    • Defines action Plans for improvement
    • Develops and implements strategic action plansand workflow processes
    • Brings concerns and suggestions forimprovement to the ManCom in their weeklymeetings and deliberations

    Talent Development

    • Identifies and develop key personnel
    • Provides feedback & coaching in timely manners
    • Identifies and recommends training
    • Identifies gaps in leadership team and createtraining and development plans to fills gaps asnecessary

    Personnel management

    • Follows up meetings
    • Organizes the agenda
    • Forecasts to department training needs to meet desired FTE
    • Develops and implements programs thatenhance employee motivation and maintainpositive work environment
    • Provides leadership for management initiatives todevelop a good communication between itsmember to drive performance.

    Area of expertise (Skills)

    At least 6 years' experience in Call Center Operations, with at least 2 to 4 years in
    Supervisory or Managerial capacity.

    Other Skills and Experiences (Min)

    Six Sigma (provided by Qualfon)

    Education

    Bachelor Degree
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