ALABANG | Operations Manager
Arvato Corp.
Muntinlupa, Philippines, PH,
1m ago

Position Summary :

The Operations Manager oversees the daily performance of call center supervisors and their respective teams. This includes the analysis and review of the day-to-day operations, budget management, team development, and client satisfaction

Overall Responsibilities :

  • Lead, manage and develop supervisors through interactions and motivation
  • Foster a culture of team spirit and hospitality
  • Highly visible and accessible to team via floor presence
  • Perform supervisor duties as required
  • Take care of administrative supervisor related functions
  • Effectively manage attendance / absenteeism
  • Attrition risk management (alert, communicate and mitigate any potential risk)
  • Manage and deliver operational results in accordance with service delivery scorecard
  • Recognize and advance Talent
  • Drive the selection process for team members
  • Own the end-to-end employee lifecycle for those assigned
  • Drive process improvement by recognizing, communicating and acting on opportunities
  • Embody and reinforce an Majorel-values-based culture
  • Effectively and efficiently manage resources to optimize operational results
  • Make decisions based on full awareness on direct operational cost and revenue implications
  • Align and collaborate with other functional areas
  • Ensure stakeholder communication and / or management
  • Evaluate daily key performance indicators and develop improvement needs.
  • Coordinates with leadership to interface with client and handle account management issues.
  • Manages staff schedules in partnership with Workforce Management to ensure call-handling effectiveness to achieve client and company productivity goals.
  • Continually evaluate Automatic Call Distributor and other reports for labor efficiency, service level commitments, and cost per call objectives.
  • Conduct performance appraisals for direct reports.
  • Establishes performance objectives for supervisors and direct reports.
  • Conducts open forums and team meetings to communicate productivity and performance goals and to motivate employees.
  • Interacts and consults with HR and Training on matters of recruiting, hiring and training, performance and employee relations issues.
  • Demonstrate sound judgment and fairness when administering policies and procedures.
  • Work with Quality Assurance and clients to meet quality standards.
  • Achieve established production hours and revenue goals and minimize lost revenue opportunities by managing absenteeism, attrition, and production stoppages.
  • Job Requirements :

  • Experience with forecasting / scheduling and related software packages.
  • Proven ability to manage people, processes, and technology.
  • Strategic thinker and tactical implementer.
  • Experience in developing a team in a contact center site, while meeting all operational and financial objectives.
  • Should possess senior management leadership abilities and skill, such as the ability to build teams and manage operational, organizational and financial elements.
  • Demonstrated experience coaching and developing individuals.

  • Ability to influence and motivate others.
  • Superior written and verbal communication skills.
  • Excellent leadership and developmental skills
  • Demonstrated success managing new initiatives while meeting operating and budgetary requirements.
  • Must have strong technical, project management, implementation and process improvement skills.
  • General business acumen, including reporting and analysis, presentation skills, and organizational abilities.
  • Education / Experience :

  • 5-7 years call center experience
  • Minimum 3-5 years managing operations in a call center environment
  • Bachelor’s degree in Business, Finance, Management or a related field or equivalent work experience.
  • Experience in a leadership role in a large contact center setting with extensive client and senior management interface
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