Operations Manager

Datamatics Careers- Philippines


Date: 1 week ago
City: Cebu City
Contract type: Full time
  • Operations Manager (TSR o CSR ) will report directly to the Senior Director.
  • Responsible for the development and update of Customer Service or Technical Support processes, standards and systems to ensure best practices are maintained.
  • Responsible for ensuring a high quality of service is maintained by the Technical Support Team or Customer Support Team
  • operating guidelines and objectives, and that expenditures remain within the allocated budget.
  • Responsible for creating a training plan and specifics for new staff.
  • Develop and improve policies and procedures for Technical Support or Customer Support Team.
  • Ensure staff compliance with PSIs policies and procedures.
  • Mentor/develop/motivate staff and leaders. Ongoing evaluation of direct staff for required skills and experience.


Qualifications

  • Minimum Five (5) years and Up as a Manager experience in a technical support or Customer Support team management role in a BPO industry.
  • Familiarity with call center reporting and statistics.
  • Familiarity with QA processes and procedures.
  • Associate degree or equivalent experience in Information Technology and Technology Management.
  • Ability to communicate effectively with staff, leaders, and clients.
  • Ability to construct correspondence that is professional, concise, and grammatically correct.
  • Consistent team player with positive attitude.
  • Ability to multitask and stay well organized in a fast-paced environment.
  • Ability to take ownership and leadership to ensure successful project implementation.
  • Excellent interpersonal, organizational, and time management skills.
  • Strong leadership skills with willingness to learn.
  • Demonstrate fundamental analytic and problem resolution skills.
  • Strong conflict management, teambuilding, and motivational skills.
  • Ability to handle difficult conversations in a professional manner.
  • Responsible for supervising, managing and motivating team members daily.
  • Contact point for all team members
  • Manage effective communication and to act proactively to ensure smooth team operations and effective collaboration.
  • Planning daily activities and delegating tasks
  • Clearly outlining goals and ensuring group members understand what's expected of them
  • Educating and training new group members as well as support staff
  • Meet Operations Key Performance Indicators Attendance, Quality, Tokens Per Hour
  • Develop action planning to improve productivity, identify potential problems and solutions.
  • Manage the fair and consistent application of performance management and disciplinary measures as necessary.

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