Candidate Profile:
- With at least 1-3 years of experience as a Senior Operations Manager
- With Telco and Sales experience.
- Amenable to work onsite in Glorietta 5, 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 yo
- uDay 1 H
- MOCompetitive Compensati
- onCareer Grow
th
Sr. Operations Manager to manage the overall operations program and client management scope and maintain its continuous alignment with strategic business objectives; set program plan, drive performance and internal and external experience, make recommendations to modify it, when necessary, set priorities, ensure optimization, and resolve conflicts to enhance effectiveness in reaching business results or strategic goa
- ls.Analyze and maintain all Client Service Level Agreements; implement improvement plans as nee
- dedMaximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, et
- c.)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 requireme
- ntsManage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management repor
- ts)Create and maximize relationships with client partn
- ersProvide 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 performa
- nceConduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coach
- ingCreate a positive work environment through employee engagement; resolve employee relation issues in a professional and timely man
- nerParticipate 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 improvem
- entImplement 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 requireme
- ntsAttend business reviews with the cli
- entHandle a team of team lead
ers
