TeleTech Customer Care – Operations Manager
TeleTech has become the premier name in Customer Management Solutions by targeting the needs of our global clients and delivering the services and people they need to succeed. We have more than 40,000 employees in over 80 customer management centers in key global locations. TeleTech is blossoming in the Philippines having supported the world’s largest companies in the Philippines since 2001. Our passion for helping clients better serve their own customers is unequalled in the industry. We’re looking for dynamic, service-focused people who share our high level of commitment.
LUZON – Service Delivery Manager (Operations Manager)
RESPONSIBILITIES:
* Manages Operations in an effort to increase the operational effectiveness of the call center and to meet the client’s needs including: planning, assigning, and directing work.
* Carries out management responsibilities in accordance with TeleTech’s policies and any applicable federal and state laws. These responsibilities include interpreting and enforcing company policies and safety regulations with Supervisors and Customer Service Agents. Interviewing, hiring, and training of employees; appraising performance; rewarding and disciplining employee or client complaints and resolving problems, including resolution of work grievances or escalation of unsettled grievances to the Senior Manager or Site Director for action.
* Works with Senior Manager/Site Director in the preparation of short and long range plans and budgets based on the corporate goals and growth objectives.
* Maintains a sound plan of corporate organization. Works with Human Resources to establish policies that will insure adequate management development and to provide for management succession. Establishes operating procedures consistent with the TeleTech policies & objectives and ensures their execution.
* Develops and maintains a positive relationship with the client while evaluating and suggesting opportunities for growth of the business.
* Evaluates the results of the operation regularly and systematically by analyzing reports, listening to calls taken, working with other team members.
* Performs other duties as assigned
REQUIREMENTS:
* Bachelor’s degree holder in any field
* At least 5 years leadership experience within a service driven or high tech corporation
* Knowledge / experience in call centre management
* Proficiency in Microsoft Office Applications
* Excellent verbal and written English communication skills, including business writing ability
* Ability to understand simple financial reporting
* Problem resolution skills
* Excellent interpersonal, organizational and time management skills
* Interview skills (professional training preferable)
* Analytical ability to decipher statistical reports
* Shift management capabilities and ability to manage varying skills of employees
* Strong organizational, multi-tasking and delegation skills
* Ability to deal with conflict and disciplinary issues in a positive and timely fashion
* Must be willing to work in Cainta
* Required language(s): English.
* Applicants should be Filipino citizens or hold relevant residence status.
To apply online visit www.HirePoint.com. The exclusive career gateway of TeleTech.
TeleTech Customer Care Management Phils., Inc.
Bldg F SM Corporate Office 1000 Bay Blvd. SM Central Business Park, Bay City Pasay City 1634.
Website: http://www.teletech.com
