Operations Manager

Acquire.AI; Quezon City; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Acquire Intelligence in Quezon City, Philippines is seeking an Operations Manager to drive profitability of client programs by meeting KPIs and maintaining service quality. This role involves monitoring queues, shaping staffing in coordination with Workforce, and leading performance reviews.

The ideal candidate will coach supervisors and agents, implement incentive plans, and coordinate with top management and clients to optimize program performance.

Responsibilities

• Ensure profitability of the program by driving the attainment of client KPIs and targets.
• Monitor queue and service metrics to ensure adherence; coach on sales metrics and performance.
• Coordinate with Workforce for staffing, scheduling, leaves, and attrition.
• Conduct performance reviews and provide coaching/mentoring to underperforming staff.
• Design and implement incentive schemes; rank team performance for appraisal.

Job description

## Operations ManagerApply: Quezon City: Full time: Posted Today: R12964We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!**Operations Manager**Level 6 1800 Building, 13 Orchard Road, Eastwood City Cyberpark, Bagumbayan, Quezon City,PhilippinesReporting to: Sr. Operations DirectorWe’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. As a Customer Service Team Lead, your role is vital in keeping our customers happy and contributing to our organization’s growth and success.**A SNAPSHOT OF YOUR ROLE*** Ensure profitability of the program/s by driving the attainment of Client specified KPIs and targets. Monitors the queue to ensure that service metrics are met, as well as monitor sales metrics through proper coaching, consequence management, etc.* Upholds company policies as it relates to the program/s and drives for adherence to such policies.* Ensures that checks on attendance, schedule adherence, and decorum in the workplace are executed for uninterrupted operations and to uphold the Company's standard in professionalism.* Coordinates with Workforce for net staffing requirements and scheduling of agents given leaves, absences, and attrition.* Dutifully conducts performance planning/appraisals/ feedback meetings and accomplishes the necessary performance appraisal forms to assess high potential team members.* Ensures that proper action is taken for non-performing supervisors as well as those with documented infractions against company policies. Provides coaching and mentoring to those who do not meet their metrics.* Spearheads the design and implementation of daily/ weekly/monthly incentive schemes to drive positive performance.* Ensures the objective stack ranking of team members in terms of metrics and /performance to provide solid basis for performance assessment.* Provides opportunities for immediate coaching for associates and team leaders for improved performance.* Liaisons with Top Management and the Client regarding the program's performance.* Analyzes the necessary information (Eg. Top and bottom performing agents) and translates this to tangible and relevant data on program performance.A BIT ABOUT YOU* A hands-on leader who demonstrate a desire to help by building effective working relationships, drive individual responsibility, accountability, and contribution to program’s successful performance.* Superb client relational, leadership, and people-management skills. • Adaptive to changing work schedules and environment.* Operates with very minimal direction and supervision. • Proven time management and multi-tasking skills.* Detail oriented, analytical, problem-solver, and sound decision maker. • Project management and presentation skills. • Professional communication skills both verbal and written.* Ability to plan, organize, and coordinate initiatives**WHAT SUCCESS LOOKS LIKE*** High Team Morale* Achieving and exceeding client Expectations* High customer satisfaction.* Perfect Attendance**WHAT WE VALUE**We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:* **Ambition:** Voice and measure your goals.* **Collaboration:** Brilliant jerks can be brilliant elsewhere.* **Impact:** Do, get it done, create impact.* **Judgement:** Make wise judgement calls, putting the team and business at heart.* **Leadership:** Continuous improvement starts with independent action.* **Leverage:** Do more with less, master the art of leverage.* **Passion:** Be positive, bring passion and energy.* **Transparency:** A transparent team can help each with other.Join the A-Team and experience the A-Life!### About UsAcquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail.We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence.As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.