• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
  
  

• Work closely with the client and/or onshore team in the day-to-day interactions to ensure that all performance targets, SLA’s and KPI’s are continually reviewed, and expectations are met with optimum levels of quality & service delivery.
• Applies a wide range of tools to plan, analyze, and oversee the program’s performance to make sure there are improvements.
• Writes and administers performance reviews for performance improvement and for employee development Communicates company goals so every employee understands his or her role.
• Determines call center operational strategies by conducting exercises like performance reviews, capacity planning, and needs assessment.
• Provides recommendations on forecast and staffing trends.
• Establishes work procedures and processes that support the company and departmental standards, procedures, and strategic directives.
• Understands and contributes to the financial health of the account by learning the financial effects and impact of Operational decisions and actions at the same time driving maximum profits and minimum loss.
• Identifies and promotes best practices, processes and systems and drives continuous improvement environment
• Creates and maintains a high-quality of work environment and performance culture so employees are motivated to perform at their highest level
• Ensures that all employees of the program uphold the Core Values of the Company and adheres to the Company’s Policy and Code of Discipline
• Addresses disciplinary and/or performance problems following the company policy
• Maintains consistent professional improvement through company provided workshops and trainings, tracking call center trends and active participation in team projects
• Maintain healthy attendance and retention within the operations team by creating a nurturing, open communication atmosphere and supporting company and program initiatives and engagement activities,
• Maintains open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.
• Reviews processes and information and provide feedback, make suggestion/recommendations as to improvements across the program and the call center.
• Supervises, leads, coaches and inspires a team of Operations Manager and Team Leads and promotes continuous development geared towards meeting/exceeding performance and client expectations and for succession planning.
• Conducts FGDs with agents and skip level sessions to encourage feedback and insight to enhance customer experience and to help improve day to day management.
• Oversees and ensures conflict resolution between and/or among employees.
• Collaborates with other Team Members and Shared Services Teams to achieve goals and objectives of the program and to better support the employees.
• Liaise with Microsourcing shared services (Operations, IT, P&C, Finance, Facilities)
• Provides recommendations to increase employee satisfaction and engagement through various account specific monthly/quarterly employee engagement activities.
• Builds and maintains a solid relationship with internal and external stakeholders.
• Attend and facilitate presentations and represent the Manila Operations team in client interactions including regular business reviews and during visits.
• Takes on admin tasks as necessary and as required (e.g., reports, roster, process documentation)
• Leads contingency planning/business continuity efforts.
• Other responsibilities as assigned by National Manager Operational Innovation
  
  

• Work closely with the client and/or onshore team in the day-to-day interactions to ensure that all performance targets, SLA’s and KPI’s are continually reviewed
• Expectations are met with optimum levels of quality & service delivery
  
  

• At least five (5) years experience in managing large, complex clients and providingleadership in multi-faceted, fast-paced contact center environment
• Experience assessing organizational needs, designing and developing solutions, and implementing/evaluating initiatives
• Proficiency with technology, especially computers, software applications, and phonesystems
• Strong Verbal and Written Communication skills
• Strong business acumen
• Superior interpersonal skills with the ability to establish and maintain clientrelationship
• Excellent presentation skills
• Analytical and financial management skills
• Leadership Managerial skills / Mentoring / Problem Solving Skills / Strong Analytical skills / Objective Judgment
  
  

• Terms & conditions apply

Please refer to job description.