Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate.
Assist in developing and implementing training programs to improve the quality and productivity of the team.
Drive process improvements to enhance the operational efficiency of the site. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures.
Leading and developing a team of 25-30 associates; responsible for the overall direction, performance management, coordination and evaluation of the team.
Actively participate in and drive the continuous improvement culture through kaizen and lean projects. Identifying and eliminating barriers to accuracy, productivity, and quality.
Achieve performance goals and objectives in line with the network wide vision and goals.
Carrying out supervisory responsibilities in accordance with policies and
procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
Graduate / PG in management and or business preferred.
6+ years of experience and currently working in an International MNC BPO as DM / Manager Operations in a Voice Process.
Should be currently based in Philippines working with an MNC BPO as DM / Manager Operations.
Previous experience of managing a large-scale operation with a minimum of 2 years managing frontline supervisors or 4 years managing individual contributors in a customer service environment, experience within a contact center preferred. Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment.
Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.
Demonstrates high degree of ability to analyze data, using the data to drive decision making and Implement effective resolutions.
Previous experience implementing change management successfully transitioning programs into large scale operations.
Proven ability to make and implement decisions
Proven ability to build relationships quickly
Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all of the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors; act decisively, promptly and confidently
Fosters a positive team environment and collaboration within the site.
Easily approachable, cooperative, and a team player, easily gains the trust and support of associates, supervisors and peers.
Demonstrates effective, clear and professional written and oral communication.
Strong prioritization, time management skills and ability to delegate effectively.
Ability to embrace constant change with flexibility and good grace.
Demonstrate appropriate sense of urgency and adaptability in response to changing business needs.
Should be flexible to work in rotational US shifts.
Only candidates based in Philippines are eligible.