Operations Director (Transitions)
Afni, Inc.
Date: 2 weeks ago
City: Quezon City
Contract type: Full time
Description
Operations Director
Position Purpose:
Minimum Job Requirements (Education, Experience, Skills):
Operations Director
Position Purpose:
- Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.
- Essential Functions and Responsibilities:
- Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
- Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
- Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
- Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
- Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades./Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
- Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Minimum Job Requirements (Education, Experience, Skills):
- Candidate must have completed at least 2 years in college, any field.
- At least 2 to 3 years of Operations Director experience in the BPO Industry
- Applicants must be willing to work onsite
- Must be willing to work on shifting schedules
- Must be amenable to work in any of the Afni sites (Santa Rosa, Commonwealth and Fairview)
- Experience handling multiple Telco programs is preferred.
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
No experience - Customer Support Representative - Non-voice
Sapient Global Services,
Quezon City
12 hours ago
We're growing and we want YOU to be part of our Customer Service Representative team in Metro Manila!Experience a one-day hiring process and salary offer up to 25K plus monthly commissions!Your Day-to-Day Handle customer inquiries, provide solutions, and resolve issues across various channels. Offer accurate information about products, services, and company policies. Process orders, returns, and account updates efficiently. Maintain...
Shopify / E-Commerce Assistant
TalentPop App,
Quezon City
1 day ago
Join TalentPop App as a Shopify / E-Commerce Assistant (Remote)Are you someone who thrives in the world of e-commerce and enjoys keeping operations smooth and organized? TalentPop App is on the lookout for a detail-oriented and driven individual to support our Shopify storefront. From keeping product listings polished to ensuring inventory flows without a hitch, you'll play a key role...
Open for fresh grads - Healthcare Specialist - Medical account
Sapient Global Services,
Quezon City
2 days ago
We are urgently hiring for a Healthcare Specialist Representative at Metro Manila Sites! One-day Hiring Process! Earn up to 25k monthly! Plus more benefits! This is a limited slot. Apply now!Responsibilities Manage healthcare-related inquiries, claims, and service requests with accuracy and compassion. Provide information about healthcare services, policies, and procedures. Process healthcare claims, patient information, and service requests efficiently. Resolve...