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Company Overview: · Yili Group is the largest dairy product manufacturer in Asia and the fifth-largest in the world. Our ice cream subsidiary brand, Joyday, has garnered immense popularity in Southeast Asia. Presently, our ice cream business has entered the market in the Philippi ...
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Job Title: Operations Manager · Department: Operations / Service Delivery · Location: Hybrid – Manila · Employment Type: Full-time · Reporting To: Program Director / Head of Operations · Role Overview · We are seeking an experienced Operations Manager to lead service delivery wit ...
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· Department: Operations · Reports To: Director of Operations · Location: Alabang (On-site), Muntinlupa City, Metro Manila, Philippines · Position Summary: · The Operations Manager at Pinnacle Intelligence plays a critical leadership role within our BPO operations. This position ...
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Carmona4 linggo ang nakalipas
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The Operations Manager at Pinnacle Intelligence plays a critical leadership role within our BPO operations.This position is responsible for overseeing the daily activities of multiple teams or significant operational segments. · ...
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We are seeking an experienced Operations Manager to lead service delivery within a BPO/shared services environment. · This role is responsible for driving operational performance, managing client expectations, leading high-performing teams, and ensuring delivery against service l ...
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The Manager - Operations will help build a well-developed and high-performing team that works together collaboratively. Collaborate with the team to ensure the account is providing consistently excellent products and service. · Day-to-day operations management of around up to 150 ...
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San Pedro $72,000 - $80,000 (USD)2 linggo ang nakalipas
Operations Manager - Dasmariñas - iQor Philippines
Paglalarawan
Job Summary:
Organizes and directs the day-to-day activities related to the operation of the Call Center. Responsible for managing, training & guiding call center supervisors in performing their duties. Conducts effective resource planning to maximize the productivity of resources (people, technology etc.). Collects and analyze call-center statistics
Responsibilities:
Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
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.
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.
Drive improvements in overall service levels, transactional efficiencies and cost management.
Provide leadership to front line Supervisors, ensuring operational and coaching practices are implemented and updated as needed to drive performance results and employee development.
Identifies creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of non-value added processes, or complete re-engineering of processes and systems).
Drives continuous improvement through trend reporting analysis and metrics management
Offers new ideas and suggestions for improvement.
Identifies and implements new practices and processes that are "best in field"".
Demonstrates a commitment to customer service; anticipates, meets and exceeds expectations by solving problems quickly and effectively; making customer issues a priority.
Confers with reporting manager on complex or unusual situations.
Exchanges knowledge and information with other iQor facilities to ensure best practices are shared throughout the iQor organization.
Ensures 100% adherence to all company policies and procedures (i.e. Security, Health, Safety and Quality).
Maintains discretion and confidentiality in all areas pertaining to systems, data and proprietary information, whether internal to iQor or customer specific.
Interprets a variety of instructions furnished in written, oral, diagram or schedule form.
Understands and embraces the business and call center operations strategic direction.
Performs other duties as assigned.
Skills Requirements:
5 or more years of call center experience in collections/sales/customer service/technical support.
2 or more years of managing supervisors experience.
Education Requirements:
High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.
Physical Requirements:
Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.
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