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Operations Manager (BPO) -

Operations Manager (BPO)

Submit your resume to jobs@kittelsoncarpo.com
Please include position you are applying for in the Subject of the email.
  • Job Location: Muntinlupa
  • Industry: BPO
  • Specialization: Top Management
  • Skills: Analytical Skills, Leadership skills, Team Management skills, Time Management skills, Proficiency in Microsoft Office Applications, Excellent Communication Skills Problem-solving,Self-esteem,Motivation/goal setting,Negotiation and teamwork,Organizational,Leadership
  • Preferred Years of Experience: 2 yrs exp

Operations Manager (BPO) Job Description

Requirements:

Requirements:
-  1- 2 years experience as Voice Inbound Customer Service Process Manager
-  Analytical Skills
-  Leadership skills
-  Ability to motivate the team under stress
-  Understanding of Voice Operations - Call inflow, queue management and reporting. 
-  Team Management skills
-  Client management ability
-  Good communication skills- written and verbal
-  Basic computer skills
-  Conflict management
-  Time Management skills
Responsibilities:
-  Manage a group of 2- 4 team leads and 40-50 agents 
-  Ensure optimal staffing for day to day handling of the call volumes; conduct regular / daily audits to ensure that Login/ logout 
adherence and daily tasks are being completed.
-  Ensure the optimal manpower/ staffing plan is completed and updated regularly on  monthly and weekly basis. 
Adherence to agreed staffing schedules
-  Provide regular coaching and feedbacks to the team leads/ SME's 
-  Conduct weekly reviews with all team leads to ensure all concerns are addressed in a  timely manner.
-  Analyze and provide the reports for the performance and other operational metrics SLAs
-  Conduct monthly skip levels with the team members to understand the concern areas and help improvise the existing processes
-  Conduct/ Participate in Daily/ Weekly / Monthly reviews both internally as well as with the clients
-  Identify work process and training deficiencies and ensuring that these opportunities 
are communicated with the Performance Management Group and that appropriate action is taken
-  Make continuous improvement in Quality of Service Delivery; Analyze defects and providing suggestions for process improvements
-  Coordination with other departments; Ensure smooth interaction with other departments like HR & Admin for all employee/ Operations related matters
-  Adhere to and manage all prescribed Human Resource policies
-  Identify and mentor team members to create backup and Employee Growth
-  Meet and exceed Client expectations ; ensure metrics specified by client 
-  Achieve budgeted CCS Productivity & Seat Utilization
-  Create a motivated team that has clarity of goals and a development orientation
-  Able to manage attrition below the acceptable levels for the process.
-  Ability to resolve conflicts   
  Requirements:
  • 1- 2 years experience as Voice Inbound Customer Service Process Manager
  • Ability to motivate the team under stress
  • Understanding of Voice Operations - Call inflow, queue management and reporting. 
  • Client management ability
  • Conflict management

 

Responsibilities:

  • Ensure optimal staffing for day to day handling of the call volumes; conduct regular / daily audits to ensure that Login/ logout adherence and daily tasks are being completed.
  • Ensure the optimal manpower/ staffing plan is completed and updated regularly on  monthly and weekly basis.
  • Adherence to agreed staffing schedules.
  • Provide regular coaching and feedbacks to the team leads/ SME's
  • Conduct weekly reviews with all team leads to ensure all concerns are addressed in a  timely manner.
  • Analyze and provide the reports for the performance and other operational metrics SLAs
  • Conduct monthly skip levels with the team members to understand the concern areas and help improvise the existing processes
  • Conduct/ Participate in Daily/ Weekly / Monthly reviews both internally as well as with the clients
  • Identify work process and training deficiencies and ensuring that these opportunities are communicated with the Performance Management Group and that appropriate action is taken
  • Make continuous improvement in Quality of Service Delivery; Analyze defects and providing suggestions for process improvements
  • Coordination with other departments; Ensure smooth interaction with other departments like HR & Admin for all employee/ Operations related matters
  • Adhere to and manage all prescribed Human Resource policies
  • Identify and mentor team members to create backup and Employee Growth
  • Meet and exceed Client expectations ; ensure metrics specified by client 
  • Create a motivated team that has clarity of goals and a development orientation
  • Able to manage attrition below the acceptable levels for the process.
  • Ability to resolve conflicts   

 

 


Submit your resume to jobs@kittelsoncarpo.com
Please include position you are applying for in the Subject of the email.

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21-B Rufino Pacific Tower, 6784 Ayala Ave. cor Rufino St., Makati City, Metro-Manila, Philippines

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