Operations Manager

5-7 years
5 days ago
Job Description

We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!


. 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!

Acquire BPO is an award-winning, global business outsourcer with 10,000 staff and over 16-years' experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of "big business." We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted.We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on "Access Rights to Personal Data" or send us an email to privacy@acquirebpo.com . Please refer to our Privacy Policy at https://acquirebpo.com/au/privacy-policy/