Operations Manager Opportunities

Alorica; Philippines; On-site; PHP 614,000 - 670,000; Full time

Job summary

Alorica in the Philippines is seeking an experienced Operations Leader to manage client programs and front line supervisors who oversee call center agents delivering client services. You will drive KPI performance and cost-effective operations while coaching teams to meet and exceed targets.

You will coordinate with Directors and HR to recruit, engage and develop staff, ensure staffing aligns with client demands, and implement action plans to continuously improve outcomes across multiple centers.

Qualifications

• Experience managing call center operations and teams.
• Ability to develop and monitor KPIs and forecasts.
• Strong coaching and feedback skills.

Responsibilities

• Manage Team Managers to ensure productivity, quality and customer satisfaction.
• Communicate client and company goals and metrics with team members to deliver high levels of service.
• Coach and develop direct reports with regular performance reviews and feedback.
• Review operational reports and implement action plans to address deficiencies.
• Lead regular team meetings to review performance and guide future results.
• Provide feedback to Directors on operational performance and escalate issues as needed.
• Collaborate with HR to execute recruiting and employee engagement programs.
• Ensure staffing aligns with client requirements and cost efficiency.
• Drive operational effectiveness and ensure adherence to policies and regulations.

Skills

Call center ops

Team motivation

Process analysis

Stakeholder comms

Multitasking

Confidentiality

Interpersonal skills

MS Office

Financial forecasting

Communication

Education

Senior High Grad / 1st year college

Tools

MS Office

Job description

Manage operational activities for assigned client program(s) within company and client guidelines and policies. Manage, motivate, and develop front line supervisory staff responsible for the day-to-day performance of teams of call center agents who provide services on behalf of the company’s clients. Ensure both the client Key Performance Indicators (KPIs) and company performance expectations are met and continuously improved upon.

ESSENTIAL JOB DUTIES

• Manage Team Managers to ensure program(s) productivity, quality and customer satisfaction/client performance objectives are met and performed in an efficient manner
• Communicate client and company goals and metrics with team members to deliver a high level of customer service
• Coach and develop direct reports to acquire and refine necessary job skills through constructive feedback, ongoing training, and other coaching techniques. Conduct regular performance reviews and one-one-one meetings with direct reports to evaluate performance against KPIs
• Review operational reports on a regular basis and develop and implement action plans to address deficiencies
• Hold regular team meetings with direct reports to review previous day/week/month program performance and provide guidance regarding future performance in order to continuously improve results
• Provide regular feedback to Director, Operations and other members of the management team regarding current operational performance. Escalate issues appropriately and in real-time including, but not limited to, financial, performance, and human resources issues
• Partner with the site leaders and human resources to execute strategic recruiting and employee engagement programs to attract and retain top performers
• Ensure all positions are staffed appropriately to meet client requirements
• Accountable for ensuring that all activities and initiatives meant to drive operational effectiveness are administered in a cost-effective manner
• Communicate client and company goals and metrics with team members to deliver a high level of customer service
• Execute short- and long-term performance goals developed by Senior Management Team
• Collaborate with respective Operational Support Teams to train employees to meet Client demands
• Responsible for respective department’s overall performance and for motivating team to exceed department goals and objectives
• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties
• Perform other duties as assigned by management

KNOWLEDGE, SKILLS, ABILITIES & OTHER CHARACTERISTICS:

• Strong knowledge of call center operations
• Basic understanding of financial reports and forecasting
• Ability to motivate and inspire a group of employees to achieve performance goals
• Ability to analyze processes and develop valid solutions to resolve issues at hand
• Ability to address all concerns in a consistent and fair manner
• Ability to interact with all levels of management and non-management personnel
• Ability to prioritize and organize work in a multitasked environment
• Ability to maintain the highest level of confidentiality
• Proficient personal computer skills including Microsoft Office
• Excellent interpersonal, written, and oral communication skills
• Excellent judgment, reasoning, and problem-solving skills

Internal Summarization:

• Exposure to the position (1 yr minimum)
• Communication skills and confidence
• Senior High Grad/ at least 1st year college
• Location/ Willing to relocate
• Former employee
• Amenability to work onsite and shifting schedules
• Expected salary Metro and Cebu: 55-60, Provincial: NA, Ilocos:
• Experience related to the account (Not required) - NPS

• Locations 12/F Three Cyberpod Centris - South Tower Eton Centris, Quezon City, 1101, PH 4th and 5th Floor Tech Hub 6 Building, SM City Clark, Angeles City, 2009, PH SM City Lipa, Barangay Maraouy Lipa City, 11, PH Skyrise Building 1, Cebu City, PH 9th Floor Skyrise 4B Building, Cebu City, PH GF to 4th and 6th to 12th Araneta Cyber Park, Cubao Quezon City, 1109, PH Luisa Bldg. 2 Matina IT Park Mac Arthur Highway, Davao, 8000, PH Luisa Building One, Davao City, PH Matina I.T. Park Building 3, MacArthur Highway, Davao City, PH Alphaland, Makati City, PH 11th Floor and Upper Penthouse Techzone Philippines Building, Makati City, 1203, PH Northgate Cyberzone, Muntinlupa, 1781, PH Philam Life Building, Muntinlupa City, 1770, PH Unit B, Third Floor, Clark Center 07, Clark Center,, Pampanga, PH Three E-Com Center, Pasay City, 1300, PH SMDC Mezza Residences, Quezon City, 1113, PH 3F Robinsons Place Ilocos Office, San Nicolas, PH VYV Bldg Valdez Center, San Nicolas, PH Philplans Center, Taguig City, 1634, PH 2310 Chino Roces Avenue, PH