Operations Manager

Candidate Profile:

• With at least 1-3 years of experience as a Operations Manager
• Amenable to work onsite in Ayala North Exchange, Makati City, Philippines
• Knowledgeable in managing NPS or CSAT and AHT, Conversion metrics
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations
• Ability to mentor, coach, and provide direction to a team of employees
• Willingness to work a flexible schedule

What's in it for you

• Day 1 HMO
• Competitive Compensation
• Career Growth

Essential Functions/Core Responsibilities:

Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed.

Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, et

Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements

Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)

Create and maximize relationships with client partners

Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance

Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coach

ing Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner

Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement.

Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements

Attend business reviews with the client

Handle a team of team leaders

Candidate Profile:

Associate's Degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience) preferred

Call center experience preferred

Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback

Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal

Work well under pressure and follow through on items to completion while maintaining professional demeanor

Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates

Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment

Demonstrated ability to mentor, coach and provide direction to a team of employees

Willingness to work a flexible schedule