BPO Operations Manager
NTT Data Services Philippines, Inc.
Quezon City, PH
5d ago
source : Bossjob

At NTT DATA, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees have been key factors in our company’s growth and market presence.

By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA and for the people who work here.

For more than 25 years, NTT DATA Services has focused on impacting the core of business operations with industry-leading outsourcing services and automation.

With our industry-specific platforms, we deliver continuous value addition, and innovation that will improve business outcomes.

Outsourcing is not just a method of gaining a one-time cost advantage, but an effective strategy for gaining and maintaining competitive advantages when executed as part of an overall sourcing strategy.

NTT DATA Services currently seeks a BPO OPERATIONS MANAGER to join our team in Quezon City, Philippines .

Role Responsibilities

  • Supervising a large sized team call center representatives as they provide support for customers ensuring highest quality of service
  • Providing guidance and support to team leaders.
  • Assisting team with escalated customer or account issues.
  • Managing the hiring, staffing, scheduling and maintaining of a diverse and effective workforce.
  • Training and coaching, monitoring performance of team and reports results and issues to delivery manager
  • Taking correction actions, as needed. Administers policies and guidelines that directly affect team activities.
  • Identifying trends and establishing call center goals
  • Career development / planning, performance and pay discussions of team members.
  • Interacting with customers and internal departments to resolve issues.
  • Compiling and analyzing data to identify trends for root cause analysis.
  • Leading staff to complete assignments using established guidelines, policies and procedures.
  • Demonstrating professional courtesy and represents the company in a positive manner in all areas of internal and external communications.
  • Appropriate record keeping of call center data, required reports, and ensuring related administrative functions are correct and maintained.
  • Taking on other tasks / projects / initiatives to support employees, other managers and the overall call center operations.
  • Required Skills

  • Relevant educational background. College degree preferred.
  • 2+ years of experience leading a team of 50+ employees where you responsible for hiring, coaching, and managing performance
  • 5+ years of Inbound Call Center experience that required you to review the workflows. Experience in Inbound Call Center for a Third-Party Administrator preferred.
  • 5+ years of experience in the US Healthcare market
  • 5+ years of experience that required a knowledge of healthcare insurance policy concepts.
  • 10+ year(s) of experience using a computer with Windows PC applications that required you to use Microsoft Office (Word, Excel, PowerPoint)
  • Fluent in English
  • Holding valid US visa is an advantage
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