Operations Management
Accenture
Manila, Philippines
3d ago

Job Description

  • Ensure proper execution of processes by team
  • Review all incoming work for clarity and provide clear work directions,
  • May perform data entry or other client related tasks in various systems, as required
  • Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities
  • May make decisions about the day-to-day operation of the group, including management of work as-signments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling.
  • Includes adjusting work hours as necessary to meet deadlines,
  • Manage workloads to ensure even distribution of responsibilities and provide development opportuni-ties, when available, with assistance from supervisor or workforce planner
  • May perform and / or ensure completion of quality review check on outgoing work within immediate team to ensure quality, accuracy, and consistency
  • Prepare and analyze complex reports / information and formulate conclusions
  • Ensure that all the client responsibilities occur in accordance with the statement of work and service level agreement with client
  • Anticipate, identify, and assess complex issues / problems
  • Develop and implement a corresponding plan of action to bring the situation to resolution
  • READ MORE OF THE JOB DESCRIPTION

    Qualifications

  • Bachelor’s degree holder
  • Must have at least 12 years overall experience in BPO Operations
  • Must have at least 5 years of experience in managerial role
  • Strong written and verbal communication in Mandarin and English languages
  • Must have strong contact center background
  • Must have an experience in handling multiple stakeholders
  • Strong Interpersonal and Communication skills with all levels of employees and clients
  • Innovative / Disruptive and can motivate employees effectively
  • Equal Employment Opportunity Statement

    All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

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