Operations Director

REQUIRED:

• Have earned a Bachelor's College Degree of any field.

1-2 years of confirmed OD experience

• Exp handling Sales account and telco account

Strong sales background is required

• Previous related account management background in the call center industry is required.

Must have experience in managing large accounts.

• Have strong leadership and communication skills.

Can resolve issues promptly.

• Must be amenable to work shifting schedules.

Must be willing to work in Quezon City.

• Essential Functions and Responsibilities:

Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

• Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.

Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.

• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.

Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades./Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.

• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Job Type: Full-time

Pay: Php180,

• 00 - Php280,000.00 per month
  
  Benefits:
• Health insurance

Life insurance
Schedule:

• Night shift

Supplemental Pay:

• 13th month salary

Ability to commute/relocate:
Quezon City: Reliably commute or planning to relocate before starting work (Required)