Manage the operations ensuring the results of the
metrics set by the clients.
Ensures Qualfon DSG complies with the performance metrics for client satisfaction and exceeding expectations :
Performance Metrics (among others) :
Analyzes report statistics and arrival patterns to ensure adequate staffing to ensure established service levels are achieved
FGD (Focus Group Discussions) to help identify and address concerns from all levels of employees on the account.
Manage the accounts at the operational level, ensuring the production, cost and financial results of the metrics set internally
Ensures Qualfon DSG complies with the internal metrics :
Manpower Utilization (Internal Productivity)
Forecasts account revenue and spending and to align so that revenue and EBIT goals are being met
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 with the 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 receives feedback, and escalations.
Provides updates as to the performance of the accounts.
Analysis of results and Action Plan creation
Analyzes areas of opportunity based on results obtained in different operational stages at the strategic level and produce and implement action plans
Defines action Plans for improvement
Develops and implements strategic action plans and workflow processes
Brings concerns and suggestions for improvement to the ManCom in their weekly meetings and deliberations
Identifies and develop key personnel
Provides feedback & coaching in timely manners
Identifies and recommends training
Identifies gaps in leadership team and create training and development plans to fills gaps as necessary
Follows up meetings
Organizes the agenda
Forecasts to department training needs to meet desired FTE
Develops and implements programs that enhance employee motivation and maintain positive work environment
Provides leadership for management initiatives to develop a good communication between its member to drive performance.
Area of expertise (Skills)
At least 4 years’ experience in Back Office Operations and Production, with at least 2 to 4years in
Supervisory or Managerial capacity.
Other Skills and Experiences (Min)
Six Sigma (provided by Qualfon)