Operations Manager - BPO Company

Hammerjack Pty Ltd; Taguig; On-site; PHP 670,000 - 1,116,000; Full time

Job summary

Hammerjack Pty Ltd is seeking an experienced Call Center Operations leader to manage client KPIs and staffing for multiple programs. You will monitor queues, coach teams, and ensure adherence to policies while driving performance and recognizing top performers.

The role requires 2–3 years in a managerial capacity within call center operations, strong English communication, and proficiency with MS Office and key tools. On-site role in the Philippines with dynamic scheduling.

Qualifications

• Bachelor's Degree in Business or Business Management.
• 2–3 years Call Center Operations in an Asst. Managerial/Managerial capacity.
• Proficient in MS Office and call center software such as CMS/IEX, Baleen, Blue Pumpkin.
• Excellent English communication, planning and coordination skills.

Responsibilities

• Drive profitability by attaining client KPIs and targets and ensure staffing ratios support operations.
• Monitor service metrics and coaching to meet queue and sales targets.
• Uphold policies and ensure adherence across programs and teams.
• Ensure attendance, schedule adherence, and workplace decorum meet company standards.
• Balance staffing to forecasted call volumes and coordinate with Workforce on net staffing needs.
• Request overtime or additional shifts to meet spikes and service metrics.
• Recognize top performers and manage incentives and succession planning.
• Conduct performance appraisals and address non-performers with appropriate actions.
• Provide coaching to associates and captains to improve metrics and outcomes.
• Lead daily/weekly/monthly incentive designs and drive on-floor performance.
• Share updates and cascade information through regular TC meetings.
• Maintain confidentiality and timely dissemination of sensitive information.

Skills

Client relations

Leadership

People management

Project management

English communication

Time management

Multitasking

Detail-oriented

Analytical

Problem-solving

Decision-making

Presentation skills

Education

Bachelor's Degree in Business or Business Management

Tools

MS Office

CMS/IEX

Baleen

Blue Pumpkin

Job description

Ensures the profitability of the account/s / program/s by making certain that client KPIs, goals, and targets are met. Ensures that company-set ratios for staffing are maintained for smooth operations of the program/s, and that the manpower complement is sufficient for the forecasted call volume. Ensures that everyone within the program strictly abides by Company and Client policies and procedures. Recognizes and rewards top performers while carrying out disciplinary action / consequence management for non-performers.

• Ensures the profitability of the program/s by driving for the attainment of Client-specified KPIs and targets.
• Monitors the queue to ensure that service metrics are met, as well as monitors 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 standards of professionalism.
• Maintains company-set ratios on staffing to ensure smooth operations of the program/s.
• Complements the forecasted call volume of the program/s with the adequate manpower on the floor by periodically checking forecasts versus actual call volumes.
• Coordinates with Workforce for net staffing requirements and scheduling of agents given leaves, absences, and attrition.
• Requests for overtime or 6th day work in order to meet service metrics by efficiently handling the forecast and / or spikes in call volumes.
• Drives for the recognition and reward of top-performing team members by ensuring the pay-out of incentives and the provision of additional roles and responsibilities for succession planning / leadership development.
• Dutifully conducts performance planning / appraisals / feedback meetings and accomplishes the necessary performance appraisal forms in order to assess high potential team members.
• Ensures that proper action is taken for non-performing associates/CIAs as well as those with documented infractions against company policies.
• Provides coaching and mentoring to associates and team Captains who do not meet their metrics, and carries-out the appropriate disciplinary actions.
• Spearheads the design and implementation of daily, weekly, and monthly incentive schemes in order to drive performance on the floor.
• Ensures the objective stack ranking of team members in terms of metrics / performance to provide a solid basis for performance assessments.
• Provides opportunities for immediate coaching for associates and Team Captains who fall below the program/s standards and drives for improved performance.
• Ensures that all Company and / or Client updates are cascaded to all individuals in the program/s by conducting regular meetings with TCs.
• Disseminates information in a timely manner, taking into consideration information sensitivity and confidentiality.

Required skills + qualities (technical):

• Bachelor's Degree in any course, preferably Business or Business Management.
• Two (2) to three (3) years Call Center Operations, Customer Service, Business Process Outsourcing, or Telecommunications experience in an Asst. Managerial or Managerial capacity.
• Proficient in call center operations and organization required.
• Prior knowledge of client-specifics preferred.
• Proficiency with MS Office applications (i.e. MS Word, Excel, PowerPoint, etc...) and other call center-specific software / systems (i.e. CMS/IEX, Baleen, Blue Pumpkin, etc...).

Required skills + qualities (technical):

• Client relations. Leadership and people-management skills.
• Project management skills.
• Excellent oral and written English communication skills with professional communication skills both verbal and written business correspondence; planning, organizing and coordination skills
• Adaptive to changing work schedules and working hours.
• Active listening skills.
• Operates with minimal supervision.
• Customer orientation.
• Time Management and Multitasking skills.
• Detail-oriented, Analytical, Problem-Solving and Decision-Making skills.
• Presentation Skills.