Operations Leader: Customer Experience & Performance

Acquire Intelligence; Quezon City; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Acquire Intelligence, a global outsourcer specializing in contact center and back-office services, seeks an Operations Manager to lead performance in Quezon City, Philippines.

You will drive client KPI attainment, coach supervisors, coordinate with Workforce for staffing, manage attendance and schedule adherence, and liaise with top management and clients to translate data into actionable improvements, ensuring profitability and service excellence.

Qualifications

• Hands-on leader with a focus on delivering results.
• Strong client-relations, leadership, and people-management skills.
• Adaptable to changing schedules and environments.
• Detail-oriented with analytical and decision-making abilities.

Responsibilities

• Ensure profitability of the program by driving attainment of Client specified KPIs and targets.
• Monitors the queue to ensure that service metrics are met and monitor sales metrics through coaching and consequence management.
• Upholds company policies and drives adherence to policies.
• Coordinates with Workforce for net staffing requirements and scheduling of agents.
• Conducts performance planning/appraisals/feedback meetings and completes appraisal forms.
• Provides coaching and mentoring to underperforming staff and those with infractions.
• Spears the design and implementation of incentive schemes to drive performance.
• Ensures objective stack ranking of team members for performance assessment.
• Provides opportunities for immediate coaching for associates and team leaders.
• Liaises with Top Management and the Client regarding program performance.
• Analyzes information to translate into tangible data on program performance.

Skills

Leadership

Client relations

Time management

Communication skills

Problem solving

Project management

Job description

Acquire Intelligence, a global outsourcer specializing in contact center and back-office services, seeks an Operations Manager to lead performance in Quezon City, Philippines.

You will drive client KPI attainment, coach supervisors, coordinate with Workforce for staffing, manage attendance and schedule adherence, and liaise with top management and clients to translate data into actionable improvements, ensuring profitability and service excellence.