Call Center Operations Manager

Work set-up: Onsite (Limketkai Center, Cagayan de Oro City)

Work schedule: PH Night shift

Job Summary:

Manage the operations ensuring the results of the metrics set by the clients.

• Ensures Qualfon complies with the performance metrics for client satisfaction and exceeding expectations:
• Performance Metrics (among others):

- Scorecard (Client)

- Quality

- Adherence

- Turn Times

- Throughput

• Analyzes report statistics and arrival patterns to ensure adequate staffing to ensure established service levels are achieved
• FGD (Focus Group Discussions) to help identify and address concerns from all levels of employees on the account.

Manage the accounts at the operational level, ensuring the production, cost and financial results of the metrics set internally

- Ensures Qualfon complies with the internal metrics:

- Manpower Utilization (Internal Productivity)

- Attrition

- Production (hours)

- Others

- Forecasts account revenue and spending and to align so that revenue and EBIT goals are being met

- Understands and maximizes impact on financial

performance of the operations department.

- Manages report of productivity in terms of hours

has produced vs. Paid hours

- Manages statistics on production (hours of

operation), operating costs

- Monitors and analyzes the internal metrics

related to the Productivity and Direct Costs,

indirect cost, all related to the Financial part

Active communication and direct point of contact with the Vendor Management Offices in the US

Organizes and attends Conference Calls

Uses electronic (E-mail, chat, SMS)

Makes and oversees Operational Escalations

Strategizes, operates, gives and receives feedback, and escalations.

Provides updates as to the performance of the accounts.

Analysis of results and Action Plan creation

• Analyzes areas of opportunity based on results obtained in different operational stages at the strategic level and produce and implement action plans
• Identifies gaps.
• Defines action Plans for improvement.
• Develops and implements strategic action plans and workflow processes.
• Brings concerns and suggestions for improvement to the ManCom in their weekly meetings and deliberations

Talent Development

• Identifies and develop key personnel
• Provides feedback & coaching in timely manners
• Identifies and recommends training
• Identifies gaps in leadership team and create training and development plans to fills gaps as necessary.

Personnel management

• Follows up meetings.
• Organizes the agenda.
• Forecasts to department training needs to meet desired FTE.
• Develops and implements programs that enhance employee motivation and maintain positive work environment.
• Provides leadership for management initiatives to develop good communication between its member to drive performance.

Qualifications:

• College Graduate
• At least 6 years experience in Call Center Operations and Production.
• At least 4 years in a Supervisory or Managerial capacity. Preferably 1 year in an OM function.
• Candidates can come from any LOB but a strong preference is for someone to be coming from Sales and Customer Service.