Operations Manager

 

Position Title:
Operations Manager

Department:
Operations

Reports to:
General Operations Manager

Country/Business Unit:
Philippines

 

Responsibilities:

As an Operations Manager, your daily duties and responsibilities shall include:

  • Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
  • Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
  • Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
  • Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
  • Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
  • Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
  • Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
  • Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
  • Perform other related duties as assigned

 

Minimum Qualifications:

Required Education:

College level/ College Graduate of any degree

 

Required Experience:

At least 12 months of experience in a similar call centre position

Demonstrated experience in handling complex employee issues

Proficient in relevant computer applications

 

Key Competencies:

  • Excellent communication skills across various levels in the organization
  • Problem Analysis and problem solving
  • Must have good attention to detail
  • Resilient and adaptable to constant changes
  • Flexible with work hours
  • Excellent leadership and mentoring skills
  • Must have strong business acumen and organization skills
  • Excellent customer service orientation and stakeholder management skills
  • Ability to analyze statistical information

 

Please send your resume to: phrecruitment@andersongroup.uk.com

Or visit us in one of our Offices:

BGC Branch: Ecotower Building Unit 1504, 32nd Street corner 9th avenue Bonifacio Global City, Taguig City Philippines

Ortigas Branch: 11/F Wynsum Corporate Plaza, #22 F. Ortigas Jr. Road Ortigas Center,Pasig City Philippines


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