Operations Manager (BPO)

Job Location: Mandaluyong City
Job Industry: BPO
Specialization: Top Management
Years of Experience: 1 yr exp
Skills: Analytical Skills, Leadership skills, Team Management skills, Time Management skills, Proficiency in Microsoft Office Applications, Excellent Communication Skills Problem-solving, Self-esteem, Motivation/goal setting, Negotiation and teamwork, Organizational, Leadership

Requirements:

• 1- 2 years experience as Voice Inbound Customer Service Process Manager

• Ability to motivate the team under stress

• Understanding of Voice Operations - Call inflow, queue management and reporting. 

• Client management ability

• Conflict management

 

Responsibilities:

• Manage a group of 2- 4 team leads and 40-50 agents 

• Ensure optimal staffing for day to day handling of the call volumes; conduct regular / daily audits to ensure that Login/ logout adherence and daily tasks are being completed.

• Ensure the optimal manpower/ staffing plan is completed and updated regularly on  monthly and weekly basis.

• Adherence to agreed staffing schedules.

• Provide regular coaching and feedbacks to the team leads/ SME's

• Conduct weekly reviews with all team leads to ensure all concerns are addressed in a  timely manner.

• Analyze and provide the reports for the performance and other operational metrics SLAs

• Conduct monthly skip levels with the team members to understand the concern areas and help improvise the existing processes
• Conduct/ Participate in Daily/ Weekly / Monthly reviews both internally as well as with the clients

• Identify work process and training deficiencies and ensuring that these opportunities are communicated with the Performance Management Group and that appropriate action is taken

• Make continuous improvement in Quality of Service Delivery; Analyze defects and providing suggestions for process improvements

• Coordination with other departments; Ensure smooth interaction with other departments like HR & Admin for all employee/ Operations related matters

• Adhere to and manage all prescribed Human Resource policies

• Identify and mentor team members to create backup and Employee Growth

• Meet and exceed Client expectations ; ensure metrics specified by client 

• Achieve budgeted CCS Productivity & Seat Utilization

• Create a motivated team that has clarity of goals and a development orientation

• Able to manage attrition below the acceptable levels for the process.

• Ability to resolve conflicts   

 

Submit your resume to jobs@kittelsoncarpo.com
Please include position you are applying for in the Subject of the email.

Contact Kittelson & Carpo Consulting