Operations Manager - Insurance

Afni, Inc.; Quezon City; On-site; PHP 800,000 - 1,400,000; Full time

Job summary

Afni, Inc. in Metro Manila seeks an Operations Manager to plan and implement call center strategies and operations, improving systems and processes while leading a team.

You will conduct needs assessments, manage budgets, recruit and develop staff, and ensure high service standards. This role requires at least 2 years in operations management, a Bachelor's degree, and ASAP start.

Qualifications

• Bachelor's degree required.
• At least 2 years of relevant experience as an Operations Manager.
• Candidates with Insurance campaign experience preferred.
• Available to start ASAP.

Responsibilities

• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
• Develops call center systems by developing customer interaction and voice response systems, and voice networks.
• Maintains and improves call center operations by monitoring system performance and resolving problems.
• Accomplishes call center HR objectives by recruiting, selecting, orienting, training, coaching, and evaluating staff.
• Meets call center financial objectives by estimating requirements, budgeting, and analyzing variances.
• Prepares call center performance reports by collecting and analyzing data and trends.

Skills

Operations management

Staff development

Budgeting

Process improvement

Education

Bachelor's Degree

Job description

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

Qualifications:

• Candidate must possess at least Bachelors 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.

Requirements: