Ensures the profitability of the account/s / program/s by making certain that client KPIs, goals, and targets are met. Ensures that company-set ratios for staffing are maintained for smooth operations of the program/s, and that the manpower complement is sufficient for the forecasted call volume. Ensures that everyone within the program strictly abides by Company and Client policies and procedures. Recognizes and rewards top performers while carrying out disciplinary action / consequence management for non-performers.
- Ensures the profitability of the program/s by driving for the attainment of Client-specified KPIs and targets.
- Monitors the queue to ensure that service metrics are met, as well as monitors sales metrics through proper coaching, consequence management, etc.
- Upholds company policies as it relates to the program/s and drives for adherence to such policies.
- Ensures that checks on attendance, schedule adherence, and decorum in the workplace are executed for uninterrupted operations and to uphold the Company's standards of professionalism.
- Maintains company-set ratios on staffing to ensure smooth operations of the program/s.
- Complements the forecasted call volume of the program/s with the adequate manpower on the floor by periodically checking forecasts versus actual call volumes.
Minimum Qualifications:
- Strong background in the BPO industry
- 2+ years of experience as an Operations Manager
- Proven experience handling blended LOBs (Calls, Chat, Email)
