Operations Manager

AAPMI Acquire Asia Pacific Manila, Inc.; Quezon City; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

AAPMI Acquire Asia Pacific Manila, Inc. in Quezon City, Philippines is seeking an Operations Manager Level 6 to oversee client programs, ensure profitability, and drive KPI attainment.

You will monitor queues, coach teams, and coordinate with workforce to maintain staffing and schedules. The role emphasizes leadership, performance reviews, incentive design, and collaboration with top management and clients to translate data into actionable improvements.

Qualifications

• Adaptive to changing work schedules and environment; operates with minimal direction.
• Proven time management, multi-tasking skills; detail oriented, analytical, problem-solver, and sound decision maker.
• Project management and presentation skills.
• Professional communication skills both verbal and written.

Responsibilities

• Ensure profitability of the program by driving the attainment of client KPIs and targets.
• Monitors the queue to ensure service metrics are met and coaches on sales metrics and policy adherence.
• Coordinates with Workforce for staffing, leaves, absences and attrition.
• Conducts performance planning/appraisals and provides coaching to high-potential team members.
• Designs and implements daily/weekly/monthly incentive schemes to drive performance.
• Ranks team performance to provide a solid basis for assessments.
• Liaisons with Top Management and the Client regarding program performance.
• Analyzes information and translates data into tangible program performance insights.

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

• 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

• 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.

Acquire 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.