Operations Manager (Telco-Chat)
Afni, Inc.
Date: 2 weeks ago
City: Quezon City
Contract type: Full time
Description
Job Overview:
The Operations Manager is responsible for overseeing and managing the daily operations of the BPO center, ensuring that service delivery goals are met, operational efficiency is achieved, and client expectations are exceeded. This role involves leading a team, optimizing processes, and maintaining high-quality service standards.
Key Responsibilities:
Job Overview:
The Operations Manager is responsible for overseeing and managing the daily operations of the BPO center, ensuring that service delivery goals are met, operational efficiency is achieved, and client expectations are exceeded. This role involves leading a team, optimizing processes, and maintaining high-quality service standards.
Key Responsibilities:
Job Overview:
The Operations Manager is responsible for overseeing and managing the daily operations of the BPO center, ensuring that service delivery goals are met, operational efficiency is achieved, and client expectations are exceeded. This role involves leading a team, optimizing processes, and maintaining high-quality service standards.
Key Responsibilities:
- Oversee daily BPO center operations, ensuring smooth service delivery.
- Lead and manage a team of supervisors, team leaders, and agents for optimal performance.
- Monitor KPIs related to quality, productivity, and client satisfaction.
- Develop and enforce operational policies and procedures to ensure efficiency.
- Evaluate service quality and conduct coaching sessions for team members.
- Analyze data to identify trends and drive process improvements.
- Collaborate with senior management and clients to align goals and strategies.
- Manage staffing, resource allocation, and scheduling to meet operational targets.
- Candidate must possess at least a Bachelor's/College Degree in any field
- At least 2 year(s) of working experience in the same role is required for this position
- WITH EXPERIENCE WITH CUSTOMER SERVICE
- Strong Verbal Communication
- Strong Customer Focus and Customer Service
- Engages in Process Improvement
- Strong Problem Solving Skills
- Good People Management
- Managing Process
- Emphasizing Excellence
- Applicants must be willing to work in Commonwealth, Quezon City
- Can start ASAP
Job Overview:
The Operations Manager is responsible for overseeing and managing the daily operations of the BPO center, ensuring that service delivery goals are met, operational efficiency is achieved, and client expectations are exceeded. This role involves leading a team, optimizing processes, and maintaining high-quality service standards.
Key Responsibilities:
- Oversee daily BPO center operations, ensuring smooth service delivery.
- Lead and manage a team of supervisors, team leaders, and agents for optimal performance.
- Monitor KPIs related to quality, productivity, and client satisfaction.
- Develop and enforce operational policies and procedures to ensure efficiency.
- Evaluate service quality and conduct coaching sessions for team members.
- Analyze data to identify trends and drive process improvements.
- Collaborate with senior management and clients to align goals and strategies.
- Manage staffing, resource allocation, and scheduling to meet operational targets.
- Candidate must possess at least a Bachelor's/College Degree in any field
- At least 2 year(s) of working experience in the same role is required for this position
- WITH EXPERIENCE WITH CUSTOMER SERVICE
- Strong Verbal Communication
- Strong Customer Focus and Customer Service
- Engages in Process Improvement
- Strong Problem Solving Skills
- Good People Management
- Managing Process
- Emphasizing Excellence
- Applicants must be willing to work in Commonwealth, Quezon City
- Can start ASAP
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