Operations Manager - Insurance

afniexternalcareers; Philippines; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

afniexternalcareers is seeking an Operations Manager in the Philippines to lead call center strategies and daily operations. The role focuses on improving systems, managing staff, and delivering customer-centric service.

The candidate will determine operational strategies via needs assessments and capacity planning, develop and test call center systems, and ensure performance through audits and upgrades. Insurance campaign experience is a plus; immediate availability is preferred.

Qualifications

• Bachelor's Degree in any field is required.
• At least 2 years of relevant experience as an Operations Manager.
• Candidates with experience handling an Insurance campaign preferred.
• Can start ASAP.

Responsibilities

• Determines call center strategic direction through needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
• Develops call center systems including customer interaction, voice response, and interfaces; plans and tests implementations.
• Monitors and improves call center operations by tracking performance, solving issues, and implementing upgrades and quality programs.
• Manages human resources objectives: recruitment, training, scheduling, coaching, evaluating, and enforcing policies.
• Meets financial objectives by estimating requirements, budgeting, analyzing variances, and initiating corrective actions.
• Prepares performance reports by collecting and analyzing data and trends.
• Maintains equipment through preventive maintenance and upgrades.
• Keeps current with industry trends by attending workshops and networking with peers.
• Accepts new requests and seeks opportunities to add value to the organization.

Education

Bachelor's Degree

Job description

Position Purpose:

The Operations Manager serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.

Essential Functions and Responsibilities:

• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

• Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.

• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.

• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

• Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.

• Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.

• Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.

• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Qualifications:

• Candidate must possess at least Bachelor's Degree/College Degree, any field.
• At least2 years of relevant experience as an Operations Manager.
• Candidates with recent experience handling an Insurancecampaign is preferred.
• Can startASAP.