NOW HIRING: OPERATIONS MANAGER – URGENT NEED
(Technical Customer Service Account) for Cebu City
(Central Visayas – Cebu City)
RESPONSIBILITIES:
* DIMENSION & SCOPE:
* This position is responsible for coaching and supporting Team Supervisors in a Service Center/Operations environment. This position is also responsible for ensuring client service levels and budgets are met on a consistent basis. It demands a high degree of adaptability and flexibility in a fast paced rapidly changing environment.
* PRINCIPAL DUTIES & RESPONSIBILITIES:
* Analyzes performance results and implement department improvements.
* Plans for upcoming organizational needs and implement strategies in a proactive manner.
* Analyze and maintain all Client Service Level Agreements.
* Ensure department operates efficiently according to client and company measures.
* Maintain understanding of client specific training.
* Resolve escalated customer complaints.
* Determine appropriate staff-mg levels and implement strategies to ensure the efficient operation of the department.
* Work with support departments to ensure staffing strategies are effectively executed.
* Achievement of budgetary measurements.
* Maximize revenue generated efficiency. Support long and short term financial projections.
* Responsible for expense management.
* Support the data collection for billing process, including ISRS, billable/non-billable hours.
* Development, maintenance and testing of the project’s business continuity plan.
* Responsible for selecting, training, developing, and managing performance of professional and non-exempt direct reports; providing prompt and objective coaching and counseling; and coordinating, planning, and assigning work for staff in accordance with the
* organization’s policies and applicable legal requirements.
REQUIREMENTS:
* Candidate must possess at least a Bachelor’s/College Degree in any field.
* Required language(s): English.
* At least 6 year(s) of working experience in the related field is required for this position.
* Preferably Assistant Manager / Managers. Others or equivalent.
* Full-Time positions available.
* Applicants should be Filipino citizens or hold relevant residence status.
* Experience in managing functional groups in a contact center set-up
* Ability to act as a role model within the organization
* Computer literate
* High adaptability and flexibility in a fast paced, rapidly changing environment
* Excellent interpersonal, presentation, verbal and written communication skills
* Excellent ability to demonstrate innovation and good judgment
* Possess financial analysis and budgetary skills
* EDUCATION AND PROFESSIONAL CERTIFICATION:
* Bachelor’s degree in related field from a four-year college or university or equivalent combination of education and experience.
* CANDIDATE PROFILE:
* Must have proficiency with various software applications programs including Lotus Notes, Microsoft Word, and Excel.
* Ability to guide individuals toward goal achievement using negotiation, teamwork/collaboration, motivation and staff development skills including the ability to act as a role model within the organization.
* Excellent ability to demonstrate innovation and good judgment/problem solving skills when making decisions.
* Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources.
* Strong ability to coach, develop action plans, which maximize performance, and provide effective feedback.
* Proven ability to analyze and improve work processes and policies. Work well under pressure, professional demeanor, and strong communication skills (verbal & written).
* Financial analysis and budgetary skills. Six to eight years related experience or equivalent combination of education and experience.
Convergys Corporation
Convergys 1 Building 6796 Ayala Ave. cor. Salcedo St. Legaspi Village Makati City 1200.
