Operations Manager

A SNAPSHOT OF YOUR ROLE

. Ensure that start of month PEAMs are served to all Team Leaders

. Coordinate with all departments and department managers within the company to meet campaign needs.

. Ensure that end of month scorecards and PAFs are served to all Team Leaders

. Weekly updates on performance of the Team Leaders are delivered thru coaching.

. Ensure Daily MyPay/Payroll schedules, logs and overtime filings are correct and accurate before forwarding for final pay approval

. Conducting Daily Checks of MyPay/Payroll entries on all team members within clients / programs / projects / LOBs managed

• Ensure leave filing are checked if compliant on attendance policies before forwarding for final approval
• PIF Creation and Timely Submission
• Taking care of requesting and managing Finance items / Team Budget

• Managing Updates on Campaign/TL Trackers (Priority Management File, Attendance, Stats, etc.)
• Implement required process update from the Ops Management and the Client during one-on-one coaching or team huddles
• Sending of Adhoc/WTD/EOM Reports to Client & Operations team
• Client Call outs / Escalations review and action
• Creation of Team Leaders Monthly Scorecard
• Attend daily/weekly/monthly/quarterly meetings and performance reviews with the client and/or management
• Issuance of DPFs and CAFs for COC violations falling under Sanction A-C
• Issuance of DPF & CAF to Agents for Behavior & PIP/ Performance
• Initiate Programs to drive better performance - Such as engagement activities and R&R Programs
• Analyze the Agents and Team's performance through daily/weekly/monthly review of the data/reporting
• Prepare and Roll Out Monthly Schedule Staffing and ensure that Staffing requirements are met
• Management of attrition by ensuring proper and constant guidance and development of every staff in the team
• Ensure that all Agents and Teams adhere to all operational forms and process
• Drive quality on all calls thru daily agent call listening sessions
• Developing Team Leaders by providing leadership training and re-assuring that Team Leads can effectively coach and develop agents - Daily Team Leader Triad Sessions
• Documentation and sending of coaching logs (1 per Team Leader/week minimum)
• Motivate staff to meet and/or exceed productivity target without affecting the high quality of delivery
• Reinforce program's expectations KPIs are met or exceeded
• Provides timely constructive feedback to all staff regarding their performance, acknowledge strengths and identify areas of opportunities
• Ensure involvement of the staff in analysis of their respective performance
• Maintenance of team's growth and progress by consistently monitoring performance, reinforcing quality, acknowledging strengths, and addressing areas of opportunities.
• Dealing with management issues that will arise during the operating hours
• Flexible to shifting schedules
• Ensure individual and team's adherence to the policies and procedures of the program and of the company sanctions are applied for non-adherence - Compliance to Acquire BPO's Code of Conduct
• Has overall coordination with the program's and company's different departments, client, and management ensuring proper endorsement and open communication is maintained

Join the A-Team and experience the A-Life!