Operations Manager

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

Job Description:

We’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, Philippines

Reporting to: Sr. Operations Director

We’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.

WHAT SUCCESS LOOKS LIKE

• High Team Morale
• Achieving and exceeding client Expectations
• High customer satisfaction.
• Perfect Attendance

WHAT WE VALUE

• 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!

Requirements: