JOB TITLE: Operations Manager
LOB: Logistics trucking + Logistics Inbound/Outbound on all 3 channels Phone/chat
/Emails + Logistics Backend.
Function/Department: Operations
Reporting to: Sr. Manager / Associate Director
Shift/Workdays: Rotating schedule
Work Set-up: Onsite (Science Hub 2 Mckinley Hill Taguig/Makati)
Salary: Maximum Basic 80K - 90K
Educational Attainment preference: College graduate only
Recruitment process: HRI, Level 1 up to Level 4 interview
Headcount: 1
Our client is actively recruiting a Operations Manager for Shipping & Logistics (Preferably Trucking Industry).
- Should have experience in Phone/E-Mail/Chat & Backend process
Manage a team of Assistant Manager/Team Leaders varied over multiple lines of businesses.- College degree is a must.
Minimum 7-10 years management experience in a contact service environment (Calling and email)
Essential Duties and Responsibilities:
- Manage daily staffing and workflow, and ensure adherence to department quantity and quality standards.
Proactively identify service delivery failures and escalate issue/impact to appropriate business owners- Meet regularly with individual team members; coach them to meet and exceed their goals. Utilize reporting and direct observation to keep them abreast of their performance towards those goals.
Provide performance analysis to implement action plan strategies to improve overall performance
- Be a resource for policy, procedure, and human resources questions/issues.
Participate in monthly quality monitoring; collaborate with related Operations depts. on suggested improvements.- Help shape future of service.
Take on projects as necessary
Provide performance updates to Directors- Monitors relationship with client and actively seeks to add value the relationship
Provides recommendations for hiring and firing and conducts performance reviews
- Develops operating goals and objectives for all departments that support the service center goals and objectives.
Monitors service and revenue and makes recommendations for cost effective operations- Ensure daily Line adherence goals are met
Participate in capacity planning meetings
- Responsible for motivation of all staff
Analysis and reporting- Partner closely with clients
Will need to adhere and meet SOW requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Multi-tasking skills required to assist the customer and work in the computer systems in a timely and efficient manner
Superior interpersonal and leadership skills; proven ability to develop and motivate employees to meet and exceed performance standards.- Strong understand of SL and staffing management
Excellent written and verbal communications skills.
- Energetic; able to work with others in a fast-paced, team environment and to interact effectively with all levels of management.
Able to work constructively under stress and pressure and perform tasks efficiently.- Possess strong and analytical PC skills.
Ability to adapt to an ever-changing environment
- Ability to embrace workload flexibility to meet the fluctuating demands of the client
Knowledge and understanding of Company Financial reports- Knowledge of contract and agreements
Knowledge of performance evaluation procedures
- Knowledge of budgeting cost estimating, and fiscal management principles and procedures.
Ability to build cohesive teams
Job Type: Full-time
Pay: Php80,- 00 - Php90,000.00 per month
Application Question(s): - Are you willing to work on site
Education:
Experience:- management in a contact service environment: 7 years (Required)
Phone/E-Mail/Chat & Backend process: 7 years (Required)
* Manage a team of Assistant Manager/Team Leaders: 3 years (Required)
