Call Center in Alabang - Operations Manager
Operations Manager - Alabang
(National Capital Reg - Muntinlupa City)
Manage performance on all programs to meet and exceed all client and company expectations. Ensure Key Performance Indicators (KPI’s) are achieved. May directly communicate with client regarding KPIs.
Directly supervises Team Leader and others such as Assistant Operations Manager (AOM). Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Recruit, develop and retain a team of direct reports to ensure they are proficient in their job skills and provide constant follow-up coaching to our Customer Service Representatives.
Manage information flow between Client Services, Account Management, Operations, Quality Assurance, Training, Payroll, etc. to ensure all client and company goals are attained.
Oversee hiring process to ensure all positions are staffed to assigned levels per campaign to ensure productivity. Analyze staffing levels of CSR’s to meet the fluctuations in call demands and campaigns. Roll out schedule changes and new hire classes as needed.
Analyze profitability of program by developing weekly Profit & Loss statements. Includes comparing forecasted revenue to actuals and explain variances. Make adjustments as necessary. Includes ratio management to ensure proper staffing of Team Leaders and Assistant Operations Managers based CSR headcount.
Co-facilitate employee satisfaction throughout the center through incentives and floor-wide activities. Includes holding focus groups to gauge employee satisfaction.
REQUIREMENTS:
Candidate must possess at least a Bachelor’s/College Degree in any field.
Required language(s): English.
At least 3 year(s) of general management experience in a call center environment.
Applicants must be willing to work in Muntinlupa City.
Applicants should be Filipino citizens or hold relevant residence status.
Preferably Assistant Manager / Managers specializing in Customer Service or equivalent.
Excellent interpersonal, written and verbal communication skills.
Must be able to speak effectively before groups of customers or employees of organization
Must have strong project skills.
Proficient in MS Office.
1 Full-Time positions available.
For more information about our company, visit our website at: http://www.apaccustomerservices.com
Company Name : Apac Customer Services, Inc.
Industry : Call Center / IT-Enabled Services / BPO
Type of Company : Private Limited Company, Foreign Based Company
Location : Lot 1 Cyber Park Araneta Center Cubao Quezon City 1770
WebSite : http://www.apaccustomerservices.com