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.
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