Director of Operations (OCT11074)
Teleperformance
Pasig City, Metro Manila
2 months ago

Job Summary Primarily handle operations and may also be required to manage multisite operations

Selects, managers, and develops a high performing team of managers, supervisors, and agent staff

Duties / Responsibilities Consistently demonstrates a commitment to company values

Makes business decisions based on client contract terms, ensures adherence to client contracts, and participates in the setting and meeting of project goals

Sets and measures department goals and metrics in an effort to develop process that exceeds customer expectations

Prioritizes resource across various projects to gain optimal impact for our customer, our company and our employees

Demonstrates commitment to employee development

Creates a positive work environment that encourages employee participation and values the contribution of all employees

Develops tactics to address employee issues to improve morale while improving performance

Creates an environment that enables mission critical information to pass between functions quickly and completely

Acts as a liaison with other departmental functions and coordinates with other departments to ensure goals are aligned, constant communication is available, and the overall call center operation is providing quality customer experience efficiently and effectively

Actively participates in the effective coaching and counseling of staff members

Utilizes new technologies, processes, and training to constantly improve productivity and achieve a scalable infrastructure that meets the needs of a growing organization

Fosters the sharing of best practices within and between groups

Develops or assists with the development and implementation of policies and procedures consistent with organizational standards to ensure operational efficiency, safety and security

Strategic planning and execution to enhance profitability, productivity, and efficiency

Develop and direct the management of Customer Call Center to ensure customer satisfaction, improved call efficiency, low abandonment, increased revenue through upsell and promotional programs, and improved employee product knowledge and training

Implement processes and systems that will generate higher productivity and revenue

Oversees the supervision of personnel, which includes work allocation, training and problem resolution; evaluates performance and makes recommendations for personnel actions, motivates employees to achieve peak productivity and performance

Provides advice and assistance to senior management in the planning, implementation, and evaluation of modifications to existing operations, systems and procedures

Continuously investigate and introduce process improvement measures and present suggestions to sr. leadership for consideration

Participate in vendor negotiations to ensure product relevance and cost-efficiency

Develops annual operating budgets and provides fiscal direction of the department Qualifications : Bachelors and advanced degree, specialized training, with at least 8 years previous related experience directly related to the duties and responsibilities specified

Computer literate with proficiency in MS Word, MS Excel and MS Powerpoint

Six sigma black belt is strongly preferred

Competent in decision-making and problem solving

Excellent oral and written communication skills

Knowledge in marketing strategies, operational processes and efficiency

Program planning and implementation skills

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