Senior Operations Manager Telco Bohol Pooling

Overview

The Sr. Operations Manager is responsible for managing performance of the Operations Managers, its team leaders and their representatives in providing quality services to meet performances and quality needs of clients while supporting the goals of the organization and remaining consistent with corporate policies, procedures and philosophies. He/She will ensure optimum productivity and service level goals are maintained at all times. The successful candidate will maintain an excellent working relationship with clients while continuously striving to improve the level of overall service provided.

Responsibilities

DUTIES AND RESPONSIBILITIES:

Manage, lead and inspire the team to ensure everyone regularly meet/exceed targets

Develop all Operations Managers to ensure top performance

Monitor all staff to assess developmental needs to improve performance

Day to day management of account and related issues

Monitor, measure, report & analyze data to improve the program’s performance

Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques

Responsible for staffing and hiring

Provide Subject Matter Expertise

Ensure training needs of subordinates are met

Successfully complete all client related training

Hold team meetings on a regular basis with direct reports

Communicate all process and client changes to direct reports within specific timeliness

Promote the use of all center communication tools

Qualifications

Knowledge

Up to date management skills and understanding of employee motivation

Understanding of key performance indicators including the working knowledge to drive appropriate behavior

Skills

Excellent communication skills

Good leadership and interpersonal skills

Excellent analytical skills

Must possess effective organizational skills and time management skills

Abilities

Ability to apply knowledge of accounts business, technology and processes to manage escalations and lead more junior team members.

Ability to problem solve independently and make fast but high quality decisions

Ability to create, interpret and analyze reports

Ability to exhibit professionalism

Ability to drive for results and motivate others in order to meet organizational goals, expectations and requirements of internal and external customers.

Ability to work a flexible schedule (graveyard/shifting schedule)

Education/Experience:

Bachelor’s Degree (any field) or equivalent work experience

At least has 5 years of experience in the related field

Desired

Amenable to work on-site

Preferably 5 years as Senior Operations Manager handling Telco account in BPO setting

Willing to work or relocate in Bohol #J-18808-Ljbffr