Operations Supervisor - Non Voice Account

2-7 years
2 months ago 60 Applied
Job Description

Basic Qualifications:

  • Candidate must possess at least a Bachelor's/ Degree , Post Graduate Diploma / Master's Degree, any field.
  • Handled Cluster of Team Leaders.
  • Required skills: root cause analysis, People Management./ Project Management
  • At least 2-3 years of working experience as an Operations Supervisor in BPO Industry
  • 3 Full-Time position(s) available.
Role Functions:

1. Ensures productivity meets or exceeds service and quality standards
2. Manage, Monitor, drive performance to meet SLAs and KPIs including Sales conversion required by the and the client.
3. Establish operations objectives and plans, delegates assignments to subordinates when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction
4. Provides immediate supervision to a unit, assigning tasks, checking at frequent intervals and maintaining schedules
5. Plan, Coordinate, Develop and Administer program for the account
6. Monitors daily operations of a unit or sub-unit. Requires full knowledge of own area of functional responsibility
7. Manage and monitor site and cluster's Attendance
8. Implement and Monitor Adherence to High Level Security for the Business.
9. Create Processes and Practices in Adherence to Client Requirements
10. Manage and monitor site and cluster's Attrition
11. Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations
12. Ensure and participate to individual development plan and proposals aligned to the business goals of the organization
13. Do Root Cause Analysis to identify AFIs and create action plans/goals to improve and bridge gaps
14. Efficiently coach subordinates in meeting the metrics
15. Intensive Coaching and Feedback for Team members and Subordinates
16. Collaborate with different support groups- Recruitment, , Quality, HR, Workforce- to improve employee profiling and performance
17. Conducts regular performance management to improve challenged members of the team
18. Manage Attendance Standards and compliance and Leaves of Absence in accordance with policy and practice
19. Implement all disciplinary actions, up to and including termination, in accordance with policy. Document issues, actions taken and plan for follow up for agent's HR file.
20. Review and approve payroll administered by agents in accordance with policy and procedures.
21. Prepare, process and conduct annual appraisal for agents on time, review 3 month job discussion with new employees with new employees and annual review.




Bachelors/ Degree

Company Profile
transcosmos Asia Philippines, Inc.

transcosmos Asia Philippines, a subsidiary of transcosmos inc., Japan group of companies. A leading provider of Back-Office and Contact Center Support, E-commerce, Digital Marketing and Big Data Analytics. With over 2,500 clients worldwide, strategically focused on providing a one-stop business outsourcing services.

A recognized global leader with over 48 years experience in outsourced services, which has earned us several awards including 'Global Outsourcing 100 Leaders' awarded by IAOP 3 years running, ranked number 13 in the world for 2014, “Japan Contact Center Outsourcing Service Provider of the Year from Frost & Sullivan and Ranked First Place Market Share Leader in Business Process Management in the Asia/Pacific and Japan Region Based Total Software Revenue for 2013 by Gartner.

transcosmos launched operations in 1966. Since then we have combined superior “human resources with up-to-date “technological capabilities to enhance the competitive strength of our clients by providing them with superior and valuable services.

transcosmos currently offers Cost Reduction Services (Contact Center, HR/Financial/Sales Back Office, Order Management/SCM, System Development/Management etc.) and Sales Expansion Services (Big Data Analysis, Internet Advertising, Website Construction/Management, Smartphone/SNS Utilization, Telemarketing etc.).

transcosmos continues to pursue operational excellence by providing these services through our 133 locations in 18 countries with a focus in Asia.

Furthermore, following the expansion of E-Commerce market on the global scale, transcosmos provides a comprehensive, one-stop global E-Commerce service to deliver our clients’ excellent products and services to consumers in 39 countries.

transcosmos aims to be the “Global BPO Partner of our clients to provide them with high quality BPO services on a global scale.

Visit our website to know more: http://transcosmos.com.ph

Career Advice to Find Better