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Operations Manager

Operations Manager

Sophi, Inc.Philippines, Philippines
16 days ago
Job description

Responsibilities

  • Serve clients by planning and implementing call center strategies and operations, improving systems and processes, and managing staff.
  • Liaise with upper management, administration, team leaders, and agents to gather information and resolve issues.
  • Detect skill and performance gaps in employees.

Develop call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.

  • Maintain professional and technical knowledge by tracking emerging trends in call center operations management.
  • Prepare weekly and monthly KPI reports for submission to executive management.

    • Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.

  • Accomplish organization goals by accepting ownership for accomplishing new and different requests

    • Explore opportunities to add value to job accomplishments.

  • Maintain and improve call center operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, and managing system and process involvement and quality assurance programs.
  • Establish high standards for productivity, quality, customer service, as well as define user guidelines.
  • Establish daily team goals, including informing team members of promotions and incentive programs.
  • Ensure that all relevant communications, records, and data related to operations are updated and recorded.
  • Monitor call metrics by tracking effectiveness in call time, quality, and customer experience.
  • Accomplish call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
  • Review staff performance, identify training needs, and plan training sessions.
  • Organize staffing, including shift patterns and the number of staff required to meet demand.
  • Coach, motivate, and retain staff.
  • Coordinate with responsible departments in developing bonuses, rewards, and incentive schemes.
  • Execute new policies in operations.

    • The main goal is assuring fast assimilation and immediate implementation.

  • Provide a solid leadership model for the employees.
  • Encourage employees to meet their targets.
  • Job Types
  • Full-time, Permanent
  • Salary
  • Php57,500.00 - Php65,000.00 per month
  • Benefits
  • Additional leave
  • Company events
  • Employee discount
  • Flexible schedule
  • Health insurance

    • Schedule :

  • Flexible shift

    • Supplemental Pay :

  • 13th month salary
  • Anniversary bonus
  • Performance bonus

    • COVID-19 considerations :

    Maintain physical distancing in common areas and wearing of face masks.

  • Experience
  • Operations Management : 3 years (required)
  • Call Center Environement : 5 years (required)
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    Manager • Philippines, Philippines