Operations Manager
IQOR
Dasmarinas, Philippines
4d ago

Overview : Responsibilities :

Responsibilities : Responsibilities :

Responsibilities :

  • Manage daily performance of multiple supervisors in a fast paced, inbound & outbound call center
  • Coach, mentor and develop supervisors so they are able to deliver high levels of goal attainment and quality of service
  • Establish clear roles, directions, responsibilities, and performance requirements for call center supervisors
  • Lead by example to both directly and indirectly motivate and generate enthusiasm among call center employees
  • Consistently build and maintain positive team moral
  • Conduct and write employee performance evaluations
  • Research and analyze root cause of problems, identify trends and recurring problems, and suggest resolutions
  • Observe formal coaching sessions and provide feedback to optimize effectiveness of coaching
  • Identify training and quality opportunities and work with cross-functional teams to drive performance improvement
  • Participate in and / or contribute to business presentations as needed
  • Attend client meetings and calibrations
  • Prepare reports for clients and internal site leadership
  • Requirements : Requirements :

    Requirements :

  • BPO / Call Center experience : at least 2 years in-role
  • Must have handled a B2C retail collections program
  • College Graduate or with College Level Education
  • 2+ years of experience in managing supervisors is required, call center environment
  • Express self through professional appearance and presentation
  • Demonstrate confident and commanding presentation skills
  • Communicate, train, and teach using positive, respectful, and clear written and verbal communication means
  • Be capable of interacting with a wide variety of internal / external individuals at all levels
  • Exhibit a solid understanding of performance management and employee development strategies
  • Ability to manage multiple priorities and a multitude of projects in a team environment
  • Apply
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