Operations Manager (Telco Sales Chat)

Description

Essential Functions and Responsibilities :

1. Determines call center operational strategies by conducting needs assessments; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specification, and production, productivity, quality and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

2. Develops 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.

3. Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs, installing upgrades.

4. Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Requirements

• Minimum Qualifications :
• Candidate must possess at least a Bachelor's / College Degree in any field
• At least 2 year(s) of working experience in the same role is required for this position
• WITH EXPERIENCE WITH CUSTOMER SERVICE / TECHNICAL SUPPORT ACCOUNT(preferably TELCO)
• Strong Verbal Communication
• Strong Customer Focus and Customer Service
• Engages in Process Improvement
• Strong Problem Solving Skills
• Good People Management
• Managing Process
• Emphasizing Excellence
• Applicants must be willing to work in Commonwealth, Quezon City
• Can start ASAP