Operations Manager (Night Shift)
Career Connect
Makati, 00, ph
2d ago

Job Description

  • Oversees daily operations of a contact center team to ensure performance metrics are met as per client contract
  • Managing the key performance indicators (KPIs), including : quality, call metrics, staffing levels, attrition, attendance and profitability
  • Working transparently to achieve the highest customer satisfaction and meeting client goals
  • Working directly with our training team, QA team, WFM team, and others to ensure excellent performance for our client, while also fostering employee engagement and leadership
  • Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost / benefit analyses
  • Identify the development needs of agents and supervisors; coach, mentor, or otherwise help agents to improve their knowledge or skills;
  • provide effective opportunities for agent feedback

  • Facilitate leadership development initiatives by effectively motivating, empowering and providing immediate feedback to staff
  • Administer coaching and corrective discipline when necessary
  • Communicate company goals to associates so every employee understands his or her role
  • Identifies and analyzes process breakdowns and implements or recommends initiatives for improvement.
  • Identifies and develops methods and procedures to gain efficiencies specific to contact center functions.
  • Accomplishes call center human resource objectives including training, assigning, and coaching
  • Oversee additional human resource activities including administering scheduling, communicating job expectations; planning, monitoring, appraising, and reviewing job contributions, enforcing policies and procedures.
  • Provide data daily and weekly for client-operations; review and meet all appropriate deadlines, as specified
  • Analyze daily, weekly and monthly reports to current status and discuss future resource planning with the client.
  • Collect, analyze, and present appropriate program data from the perspective of improving performance and quality on all projects
  • Coordinate communication of policies and procedures, project objectives, and training between staff and client
  • Requirements

  • 5+ years of operations management in a call center environment
  • Experience Managing groups of 100+ people
  • Experience working with clients from the United States
  • Must be technologically proficient understanding and being able to use all programs and software
  • Have excellent written and verbal communication skills
  • Able to understand and professionally communicate specific instructions, policies and procedures
  • Ability to pass a background check and drug screen
  • Education Level
  • Proficient with Microsoft Office suite
  • Must have excellent attendance, punctuality and work ethic
  • Must be flexible with their schedule to meet all current business needs, including working nights and weekend
  • Education :

  • Associate’s Degree (Preferred)
  • Experience :

  • Customer Service : 1 year (Required)
  • Supervisory : 2 years (Required)
  • Technical Support : 1 year (Required)
  • Benefits

    A competitive salary will be discussed when position is offered (depending on experience).

    Requirements

    5+ years of operations management in a call center environment Experience Managing groups of 100+ people Experience working with clients from the United States Must be technologically proficient understanding and being able to use all programs and software Have excellent written and verbal communication skills Able to understand and professionally communicate specific instructions, policies and procedures Ability to pass a background check and drug screen Education Level Proficient with Microsoft Office suite Must have excellent attendance, punctuality and work ethic Must be flexible with their schedule to meet all current business needs, including working nights and weekend Education : Associate’s Degree (Preferred) Experience : Customer Service : 1 year (Required) Supervisory : 2 years (Required) Technical Support : 1 year (Required)

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