NCO Philippines
General Manager – Clark, Pampanga

RESPONSIBILITIES:
The General Manager is responsible for the delicate balance of high client satisfaction, impressive customer service and internal corporate demands for revenue, margin and growth. Ensures that client and company requirements for service level, quality or service productivity and efficiency. Complete operational responsibilities for our current project through a team of managers through to the agent level.

• Plans production operations with production managers and or supervisors, establishes call center priorities
• Communicates daily with Client Management and Production Training & Quality to coordinate programs, trainings, client requests and feedback, and general problem solving
• Develops or revises standard operational and working practices and observes CSR’s and staff to ensure compliance with standards
• Resolves employee issues and problems by interfacing with production manager/supervisors and training manager and providing support where needed
• Reports key process indicators and other quantifiable measurement tools to track results of call center activities and provides regular reports
• Works closely with the training and quality group for maintenance of high quality performance in the site
• Resolves issues and problems between functions in the site
• Routinely conducts internal audits and reviews and seeks remedies to ensure conformance with department policies, procedures and quality specifications.
• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include: planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Effectively conducts monthly and yearly performance reviews for subordinates in accordance with NCO policy.
• Identifies and cultivates potential supervisory candidates for promotion and continually develops and manages all leadership development programs.
• Coordinates labor needs with Recruiting and Training & Quality in order to provide staffing for meeting goals.
• Communicates with AVP or Director to coordinate program management.
• Participates in the various production teleconference meetings to review the previous week’s work and plan production for upcoming week.
• Conducts weekly staff meetings to keep people aware of where we are and where we need to be.

REQUIREMENTS:
• Bachelor’s degree (B. A.) from a four-year College or university; and extensive experience in a call center facility. Responsibility and/or an equivalent combination of education and experience.
• Has more than 5 years in Managerial fuction in a call center environment
• Demonstrated ability to multi-task and thrive in a fast paced environment
• Must have a strong customer service and managerial background.
• Must be able to work flexible hours to support hours of operation
• Must be willing to be assigned/relocated in Clark, Pampanga
• Applicants should be Filipino citizens or hold relevant residence status.

Company Name :
NCO Group (RMH Teleservices Asia Pacific, Inc.)
Industry :
Call Center / IT-Enabled Services / BPO
Type of Company :
Private Limited Company, Local Based Company
Location :
Eugenio Lopez Jr. Communications Center Mother Ignacia St., Quezon City
WebSite :

http://www.ncogroup.com

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