JSAI671: WE ARE OPEN! Operations Manager (Retail Sales) | Mandaluyong

QUALIFICATIONS: 

Must have recent 3 years experience in as an Operations Manager in a Retail Sales AccountCandidate must possess at least a Bachelor's/College Degree , any field.Good English communication skillsPeople and Performance Management experienceHas experience in managing supervisors, clusters of call center agents and financial.Must be amenable to work on a shifting scheduleWilling to work on site and from home.Open for project based employment (5-6 months)Amenable to be assigned primarily in our MandaluyongCan start ASAP

RESPONSIBILITIES:

Responsible for people development and alignment of goals to meet client objectivesResponsible for meeting attrition targets and for uplifting morale and motivation of direct reportsResponsible for managing the performance of a group of call center representatives providing coaching and feedback, documenting results, counseling and mentoring, and delegation of work whenever necessaryResponsible for intraday and daily performance monitoring of a group of call center representatives or of a particular shift on the operations floor.Responsible for completing client training and maintaining sufficient knowledge on all related continuous educationResponsible for supporting workforce required staffing levels to meet client service level requirementsResponsible for taking escalation of calls or requirements for supervisory assistance or support in resolving end user issues. Serves as a subject matter expert on client specific program.Responsible for managing team meetings and participating in operations leadership meetingsResponsible for communicating to call center representatives any new requirements, changes, updates on all support related information as well as company information.Responsible for use and training of call center tools related to performance monitoring and tracking.Responsible for assisting in resolving conflict, issues related to payroll and other concerns. (team-related concerns).Responsible for attending calibration sessions (Quality, Sales and other Operations-related items), maintaining product expertise and developing the technical acumen (program-specific) of agents in a team.Responsible for ensuring program-wide initiatives are cascaded and promoted to the team (ie Engagement activities)Responsible for driving/promoting workplace integrity