Operations Manager (Tagum)

QUALIFICATIONS:

Education: At least a college graduate of any business course or equivalent exemplary experience in the BPO industry in the same capacity. With good moral character, high level of integrity and professionalism.At least one (1) year experience in a BPO company in the same capacity with demonstrated positive results.Adept in using computer hardware and software. Willing to work in shifts. Willing to render extended hours of work when needed. Willing to be stationed in the Davao Region

DUTIES AND RESPONSIBILITIES

Leads, develop, and motivate members of the Customer Service Team to deliver excellent customer service in an accurate and timely manner. Applies a balanced management approach with equal emphasis on business and people management results. Builds and manages the team with a high level of employee satisfaction and commitment. Regularly communicates team’s results, targets and strategizes ways to improve these. Determines team readiness, requirements, and training plans. Effectively communicates with all customers, staff, and other stakeholders. Fosters collaboration and knowledge sharing between all groups. Provide Mentoring to staff members (1:1 coaching and case reviews)Conducts regular effective Team meetings. Analyzes trends/data and drives the development of plans to take advantage of potential opportunities. Ability to ensure that all team tasks are completed.Effectively communicate to stakeholders when targets will not be met. Forecasts, plans, sources and deploys manpower to ensure necessary staffing levels.Collaborates with Workforce Management and prepares and/or updates Customer Service staff schedules and ensures adherence to the same.Ensures that the team is adequately manned at all shifts. Any other duties assigned from time to time. -