Operations Manager - Iloilo - inspiro

    inspiro
    inspiro Iloilo

    20 oras ang nakalipas

    ₱600,000 - ₱1,300,000 (PHP) bawat taon *
    Paglalarawan

    JOB SUMMARY:

    Provides support and guidance to operations staff so that the company's goals and objectives are

    achieved.

    DUTIES and RESPONSIBILITIES:


    • Prepares monthly scorecards and performance appraisals of Team Leaders, and/or

    Operations Supervisors, ensuring timely submission of division's/ subordinates'

    performance reports.


    • Leads the review and analysis of the group's performance to identify strengths, profit

    opportunities, and possible areas for improvement.


    • Recommends and/or approves employee movements for subordinates.


    • Guides team members on a regular basis ensuring that they are properly equipped with

    needed knowledge and skills.


    • Conducts various developmental activities (including coaching, one-on-one discussions,

    feedback sessions) to ensure that team members are developed to perform key roles

    within the team.


    • Coaches Team Leaders and/or Operations Supervisors on performance areas as needed.


    • Assigns specific duties and tasks to Team Leaders and/or Operations Supervisors to

    develop their skills and competencies.


    • Recognizes achievements of Team Leaders and/or Operations Supervisors and gives

    proper commendations in accordance with performance.


    • Negotiates conflict between staff and resolves complaints against subordinates.


    • Establishes and implements the company and departmental code of conduct and

    departmental policies, goals, objectives, and procedures, conferring with the immediate

    superior and staff members as necessary.


    • Oversees performance of the team to ensure that the campaign attains or delivers its

    Goals or Key Performance Metrics.


    • Works with the Training team regarding the development and design of Training programs

    to improve campaign's performance.


    • Collaborates with the Quality team to provide directions regarding program's performance

    such as Quality scores, outliers, opportunities, etc.

    EDUCATION and EXPERIENCE:


    • Graduate of any 4-year course


    • Must have at least 5 years working experience in the Call Center Industry


    • Must have at least 3 years' experience in managerial role preferably overseeing

    operations within the call center or customer service industry


    • Must have intermediate knowledge on Call Center Fundamentals


    • Must have advance knowledge on Client Management


    • Must have time and project management skills


    • Must be highly resourceful, analytical, and creative


    • Must have presentation and interpersonal skills


    • Must have superior ability to build relationships and promote an environment focused on

    team development, and continuous improvement


    • Must have knowledge on PNL


    • Must be proficient in MS Office application


    • Must have excellent English oral and written communication skills

    * Ang saklaw ng suweldo na ito ay isang pagtatantya na ginawa ng beBee
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