Operations Leader: SLA, Revenue & Team Coaching

CNX; Iloilo City; On-site; PHP 600,000 - 1,300,000; Full time

Job summary

CNX in the Philippines is seeking an Operations Manager I to coach and supervise a group of Team Leaders, ensuring client service levels and financial targets are met. You will analyze SLAs, maximize revenue through data collection, forecasting and budgeting, and develop staff via coaching, training and performance reviews while upholding company standards.

Based in Iloilo City, this on-site role collaborates with HR, Quality, Training and BI teams to drive continuous improvement in a fast-paced

Qualifications

• Associate’s Degree in related field; seven+ years of experience with at least two years in progressive management preferred.
• Call center experience preferred
• Ability to coach and develop action plans to maximize performance and provide feedback
• Ability to analyze and improve work processes and set course of action
• Work well under pressure and follow through to completion
• Excellent written and verbal communication; present information effectively
• Ability to organize and prioritize projects in fast-paced environment
• Mentor, coach and direct a team of employees
• Flexibility to work a varied schedule

Responsibilities

• Analyze and maintain Client Service Level Agreements; implement improvement plans as needed
• Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
• Create and maximize relationships with client partners
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement
• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
• Attend business reviews with the client
• Handle a team of team leaders

Skills

Leadership

Coaching & Development

Communication skills

Performance management

Process improvement

Team management

Flexibility / adaptable

Pressure tolerance

Planning & scheduling

Education

Associate’s Degree in related field

Job description

CNX in the Philippines is seeking an Operations Manager I to coach and supervise a group of Team Leaders, ensuring client service levels and financial targets are met. You will analyze SLAs, maximize revenue through data collection, forecasting and budgeting, and develop staff via coaching, training and performance reviews while upholding company standards.

Based in Iloilo City, this on-site role collaborates with HR, Quality, Training and BI teams to drive continuous improvement in a fast-paced