Performance Excellence Manager

What is your mission

S/he will ensure the success of all pilot new accounts. S/he will ensure that there is an established operations success cadence, roles are clearly defined, KPIs and scorecards are established, etc. S/he will also ensure that there is a QA process established and available tools to reinforce positive behaviors and lead measures. S/he will also help in ensuring enhancing existing performance (i.e. calls are efficiently handled, clients have adequate FTEs vs Goals, etc.)

You will provide the best service to our partner brands by performing these tasks:

_NEW CLIENT'S TRANSITION MANAGEMENT _

• Pilot transition activities such as leadership onboarding, customized training & QA interventions, and process engineering aligned with the identified needs and expectations of the client

Monitor the implementation of activities identified in the transition of the new account

• Evaluate the effectiveness of the interventions facilitated

Create dashboards, OPS & QA tools, and databases to ensure standardization of processes, _if needed_

• Facilitate training and coaching, _if needed_

Prepare and present reports and updates to new client

_CLIENT MANAGEMENT _

• Establish a strong relationship with the client to ensure the smooth delivery of services

Partner with Sales and CS to work with the client in aligning the expectations in terms of processes, quality, and competency standards

• Prepare relevant reports and data

Provide timely updates

• Present the updates of the projects to the clients

Recommend targeted interventions based on the needs of the account and the workforce

_HYPER-CARE TRANSFORMATION SUPPORT _

• Provide overall OD and QA support to problematic existing accounts

Conduct deep-dive analysis to understand the root cause of the concern

• Facilitate data mining, data analysis, and data storytelling

Recommend effective interventions to address concerns

• Partner with clients in planning and implementation of transformational activities; including but not limited to training, OD, and QA

Monitor the implementation of the identified transformational interventions.

• Evaluate the effectiveness of the facilitated activities

• Who are we looking for

Graduate of any 4-year course

• 6 years of experience in Operations in a BPO set-up required

3 years experience in Training and QA in a BPO set-up, advantageous

• 5 years of experience as a Manager

Excellent oral and written communication skills

• Has strong data mining and analytics skills

Advanced skills in Excel

• Working Knowledge in PowerBI, advantageous

Can build database and QA tools

• Can create processes and policies

Strong training and/or presentation skills

• Has strong organizational and interpersonal skills

Able to multitask

• Has strong problem-solving and project-management skills

Can work with minimal supervision

• Company Perks:

Above-industry salary package and incentives

• Comprehensive HMO benefits and life insurance from day 1

Free learning and development courses for your personal and career growth

• Dynamic company events

Opportunities for promotion

• Free meals and snacks

Job Type: Full-time

Pay: Php70,

• 00 - Php90,000.00 per month
  
  Benefits:
• Company events

Gym membership

• Life insurance

Paid training

• Pay raise

Staff meals provided
Schedule:

• 8 hour shift

Supplemental pay types:

• 13th month salary

Anniversary bonus
* Overtime pay