Senior Manager Operations
The Results Companies
Pasig, Metro Manila, Philippines
1d ago

Position Overview

The Senior Operations Manager is responsible for the day-to-day operations of a multi client site where FTE justifies, while achieving a high level of performance and profitability.

Establishes priorities, standards and performance objectives. Selects trains and provides work guidance for floor Supervisors.

Maintains cost / productivity records.

Duties and Responsibilities

  • Manages program operations staffing, Account Management commitments, budget, and forecasted hours versus actual hours
  • Oversees and manages Call Center KPIs such as : Quality, Staffing, and Service Level
  • Analyzes data for trends in call patterns, product variability, turnover, hiring, etc
  • Manages Program daily and monthly operating metrics within budgeted expense parameters
  • Produces monthly operating reports detailing center activity, trend analysis, goals / objective status and special projects
  • Accountable for the information conveyed to clients
  • Develops / manages / maintains employee productivity goals against departmental standards
  • Coordinates with Site Director on Human Resource recruiting, training, development and retention
  • Creates consistency in performance and process across multiple clients
  • Qualifications

  • Min 3 years experience managing a minimum of 125 inbound / outbound sales and customer service agents with a proven track record of achieving sales and quality goals
  • Demonstrated ability to develop leaders and excellent motivational skills
  • Strong focus on continuous improvement and operational optimization
  • Ability to competently address rapid changes in service delivery in a dynamic and time-sensitive environment
  • Knowledge of Microsoft office programs and multiple operating systems
  • Advanced knowledge of call center services industry and best practices, understanding ramifications of call center actions on the business, including revenue, expense and employee dynamics
  • Excellent oral and written communication skills, with the ability to effectively respond to questions from managers, clients, and customers
  • Knowledge of federal and state call center compliance regulations
  • Schedule flexibility
  • Ability to travel if required
  • Apply
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