The Operations Manager is responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization's policies and applicable legal requirements.

Responsibilities

DUTIES AND RESPONSIBILITIES:

Manage the performance of the team leaders and their representatives in providing quality services to meet performances and quality needs of clients while supporting the goals of the organization and remaining consistent with corporate policies, procedures and philosophies
Ensure optimum productivity and service level goals are maintained at all times
Maintain an excellent working relationship with clients while continuously strive to improve the level of overall service provided.
Develop all team leads to ensure top performance
Day to day management of account and related issues
Monitor, measure, report & analyze data to improve call centre performance
Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques
Responsible for staffing and hiring
Provide Subject Matter Expertise
Hold team meetings on a regular basis with direct reports.
Communicate all process and client changes to direct reports within specific timeliness

Qualifications

Knowledge

Up to date management skills and understanding of employee motivation
Understanding of key performance indicators including the working knowledge to drive appropriate behavior

Skills

Excellent communication skills
Strong Customer Service skills
Excellent Leadership and Interpersonal skills
Effective organizational skills and time management skills

Abilities

Ability to apply knowledge of accounts business, technology and processes to manage escalations and lead more junior team members.
Ability to problem solve independently and make fast but high quality decisions
Ability to create, interpret and analyze reports
Ability to exhibit professionalism
Ability to drive for results and motivate others in order to meet organizational goals, expectations and requirements of internal and external customers
Ability to work a flexible schedule (graveyard/shifting schedule)

Education/Experience

Bachelor's degree (any field) is preferred
At least has 2 years of experience as an Operations/Program Manager in BPO setting

Operations Manager | Telco | Cyberpark | Pooling