About the Role
Provides support and guidance to operations staff so that the company's goals and objectives are achieved.
Responsibilities
- Prepares monthly scorecards and performance appraisals of Team Leaders, and/or Operations Supervisors, ensuring timely submission of division's/subordinates performance reports.
- Leads the review and analysis of the group's performance to identify strengths, profit opportunities, and possible areas for improvement.
- Recommends and/or approves employee movements for subordinates.
- Guides team members on a regular basis ensuring that they are properly equipped with needed knowledge and skills.
- Conducts various developmental activities (including coaching, one-on-one discussions, feedback sessions) to ensure that team members are developed to perform key roles within the team.
- Coaches Team Leaders and/or Operations Supervisors on performance areas as needed.
- Assigns specific duties and tasks to Team Leaders and/or Operations Supervisors to develop their skills and competencies.
- Recognizes achievements of Team Leaders and/or Operations Supervisors and gives proper commendations in accordance with performance.
- Negotiates conflict between staff and resolves complaints against subordinates.
- Establishes and implements the company and departmental code of conduct and departmental policies, goals, objectives, and procedures, conferring with the immediate superior and staff members as necessary.
- Oversees performance of the team to ensure that the campaign attains or delivers its Goals or Key Performance Metrics.
- Works with the Training team regarding the development and design of Training programs to improve campaign's performance.
- Collaborates with the Quality team to provide directions regarding program's performance such as Quality scores, outliers, opportunities, etc.
Qualifications
- Graduate of any 4-year course
- Must have at least 5 years working experience in the Call Center Industry
- Must have at least 3 years experience in a managerial role, preferably overseeing operations within the call center or customer service industry
Required Skills
- Must have intermediate knowledge on Call Center Fundamentals
- Must have advance knowledge on Client Management
- Must have time and project management skills
- Must be highly resourceful, analytical, and creative
- Must have presentation and interpersonal skills
- Must have superior ability to build relationships and promote an environment focused on team development, and continuous improvement
- Must have knowledge on PNL
- Must be proficient in MS Office application
- Must have excellent English oral and written communication skills
