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Quezon City

    Operations Manager - Quezon City, Philippines, Pilipinas - Collective Solution

    Collective Solution
    Collective Solution Quezon City, Philippines, Pilipinas

    4 araw ang nakalipas

    Default job background
    Buong oras
    Paglalarawan
    Directs and manages assigned team/s in the company to strongly drive company's vision and mission, to meets and exceeds campaign and site goals while maintaining cost-effective approach, delivers internal and external customer satisfaction, monitor quality and productivity by creating strategy, clear goals, knowledge, education, support and guidance in accordance with Site Manager, standard operating procedures and client-approved processes.

    Manage day-to-day operational activities of the center in coordination with other functional units of the organization as it relates to manpower resources, systems, procedures, budget and quality improvement initiatives

    Provide directions to the team to ensure operational efficiency, responsiveness to customer requirements and achievement of organizational goals such as KPIs. SLAs. Staffing

    Conduct management and team meetings to take actions on suggestions to promote team harmony and maintain team motivation and operational efficiency

    Provide customer service to external and internal customers of Collective Solution such as
    • External- Campaigns Clients
    • External- Campaign Customers/Members
    • Internal- CS Employees

    Maintain a high performing operations group by consistently reviewing and redesigning systems and structures to ensure efficiency and effectiveness of the operations. Recommend changes or improvements if necessary

    Forecast Operations resources needs - monitor and assess capacity, plan and execute hiring strategy, and identifying potential internal role transfers

    Formulate a daily/weekly and monthly plan of action for each team leader by using all available statistical or historical data as well as qualitative information.

    Guide Team Managers and SMEs on problem identification techniques to achieve effective root cause analysis.

    Audit coaching effectiveness of Team Managers and SMEs by conducting weekly observation/evaluation

    Maximize potential of direct subordinates through coaching, developmental activities and performance management process
    • Clearly communicate job expectations, planning, monitoring, appraising and reviewing job contributions
    • Provide weekly, monthly and yearly performance review and professional feedback to direct staff

    Requirements

    At least college degree

    With 3 years extensive experience in managing and leading teams particularly in BPO industry

    Must have at least 3 years of experience in Managerial role under BPO supporting customer service

    Experience in managing AHT, NPS and FCR

    Amenable to work onsite in QC area

    Job Posted by ApplicantPro
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