QUALIFICATIONS AND EXPERIENCE:
• Candidate must possess at least a Bachelor's/College Degree , any field.
• Minimum 5-10 years BPO experience as a Senior Manager/Manager
• Must have knowledge and experience managing a social media campaign in a BPO set-up
• Ability to analyze complex problems, interpret operational needs, and develop integrated, creative solutions
• Strong interpersonal skills and the ability to effectively communicate with a wide range of individuals and constituencies in a diverse community.
• Advanced analytical, evaluative, and objective critical thinking skills.
• Ability to demonstrate achievement of results e.g. business improvements, cost savings, revenue generation
• Ability to build and maintain strong client relationships
• Ability to demonstrate been able to translate business strategy into day to day delivery
• Strong commercial understanding and previous accountability for profit targets
• Ability to manage and influence key stakeholders
• Flexible in rotational/shifting schedule
• Applicants must be willing to work in Alabang, Muntinlupa City
PRINCIPLE ACCOUNTABILITIES:
• Lead and coach the Operations Manager / Assistant Manager – Operations on process knowledge and Team Management
• Develop & maintain the performance dashboards for key process performance indicators
• Driving the quality culture through employee engagement activities
• Ensure team meets and exceed Stipulated Timelines and Service level Agreements
• Actively manage staff on a regular basis to ensure all issues are dealt with effectively and efficiently.
• Train, coach and motivate team members and Supervisors
• Responsible for Staff Retention, recruitment and performance appraisal.
• Interact with client coordinators for process related issues and give regular business insights to customers for process improvement.
• Develop and implement the action plan to identify the root cause of problem and ensure problems are ironed out on a timely basis.
• Excellent Client/Customer Management skills.
• Responsible for Consistent client interaction for operational and performance management.
• Consistently improves the client/customer satisfaction index.
• Serve as process ambassador and represent Process during client facility visits