Join our team while working at the comfort of your home!
OPERATIONS SPECIALIST
Job Description
Assist in the training process
Ensure that every agent is: well prepared for their calls, understands & complies with all call center objectives, performance standards, and policies
Support & provide guidance to agents after training by monitoring their progress, answering their questions, and ensuring they understand and meet expectations
Provide ongoing coaching opportunities and inspiration to agents
Foster a positive and motivated work environment, promoting teamwork, and continuous improvement
Identify operational issues and suggest possible solutions
Prepare reports and analyze data to assist management
Collaborate with other supervisors and members of the Management Team
Assist in the formulation of targets for individuals and teams
Measure performance with key metrics
Keep management informed on issues and problems
Prepare monthly/annual results and performance reports
Communicate effectively with clients to address concerns, provide updates, and ensure high-quality service delivery
Perform other duties as assigned
Qualifications
Experience in BPO Industry is required
Proven experience as a Call Center Support or in a similar management position
Exceptional verbal and written English communication skills
Tech savvy with knowledge of telephone equipment and relevant computer programs
Strong understanding of company products, policies, and services
Excellent organizational and leadership skills
Ability to coach, train, and motivate employees
Knowledge of performance evaluation procedures
A results-oriented approach
Excellent problem solving, leadership, and customer service skills
Ability to work under pressure
MUST HAVE The Following Equipment
Laptop/Desktop: at least core i3 processor and 8 GB RAM
Headset: any A4Tech or Jabra USB-type headset
Internet connection: Wired connection minimum of 10 Mbps with back up internet
Software: Microsoft Office & PDF reader, Anydesk, Gdrive, MS Teams, Zoom, Discord
So, why join us
Permanent work-from-home or hybrid work set-up at Batangas City office
Full Time and Long Term Employment
Basic Salary + Government mandated benefits
Health benefits, leave credits, bonuses, and other incentives
We are growing so there is great opportunity for leadership and promotion
Salary will be based on: Skills, Attitude, Performance, Attendance
