About CompanyTransparent BPO is a leading provider of contact center BPO services. Through talent, process and technology we integrate with our client's brand and culture to deliver a superior customer experience across all channels. We are looking for talented people who are committed to achieving excellence and will help us to continue to be a world-class provider of outsourced contact center solutions for our clients.
The Operations Manager is solely responsible for overseeing and developing the Team Leaders on the call floor to work towards these goals. Operations managers will be responsible for level 1 HR, managing performance expectations, overseeing quality, motivating and encouraging the staff to develop a great work environment.
- Responsibilities and Duties
Monitor campaign and agent performance and put in corrective measures as needed
Work with Client Services Manager to help identify performance issues and ensure proper proactive measures are being taken
Communicate with Client Services Manager on performance goals, agent issues and any other information that a client would need to know
Evaluate Team Leader performance and attendance
Prepare Development plans for all direct reports
Find ways to enable team leaders development through continuing training, goal setting, individualized feedback, etc. Identify Team Leader opportunities and implement action plans or involve Training Manager to provide additional training/support
Ensure that Team Leaders are managing their agents punctuality, attendance, leaves, metrics, deliverables, and breaks properly
Track and Review all adherence numbers
Track and Review all metrics and provide plan to achieve client goals
Improve Retention and Attendance for the assigned program
Review and Approve all payroll reports in the required deadlines
Create and cultivate excellent sales, customer service or technical support environment on the call floor with the use of games, motivation, etc
Oversee all Tier 1 human resources issues such as leaves, vacations, and other requests
- Required Knowledge and Skills
Ability to effectively communicate with clients
Leadership and motivational skills
Coaching ability
Interpersonal skills
Decision-making and analytical skills
Computer skills
Three years experience in a leadership role
Associate's degree or equivalent work experience
Job Type: Permanent
Pay: Up to Php80,
