Operations Manager - Retail | Cubao, QC

ibex; Quezon City; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

ibex Philippines is looking for an Operations Manager to supervise non-exempt work groups, assign tasks, monitor attendance, and participate in performance appraisals in line with company policies.

You will drive productivity, maintain service levels, develop team leads, handle day-to-day account management, and address client issues with data-driven decision making.

A bachelor’s degree and at least two years’ experience as an Operations/Program Manager are required.

Qualifications

• Up to date management skills and understanding of employee motivation
• Understanding of key performance indicators including the working knowledge to drive appropriate behavior
• Excellent communication skills
• Strong customer service skills
• Excellent leadership and interpersonal skills
• Effective organizational skills and time management skills

Responsibilities

• Manage the performance of the team leaders and their representatives to meet client and organizational goals
• Ensure optimum productivity and service level goals are maintained
• Maintain an excellent working relationship with clients and continuously strive to improve the level of overall service provided
• Develop all team leads to ensure top performance
• Day to day management of account and related issues
• Monitor, measure, report & analyze data to improve call centre performance
• Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques
• Responsible for staffing and hiring
• Provide Subject Matter Expertise
• Hold team meetings on a regular basis with direct reports
• Communicate all process and client changes to direct reports within specific timeliness

Skills

Excellent communication

Strong customer service

Excellent leadership

Interpersonal skills

Organizational skills

Education

Bachelor’s degree (any field)

2 years experience as Operations/Program Manager

Job description

Overview

The Operations Manager is responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.

Responsibilities

DUTIES AND RESPONSIBILITIES:

• Manage the performance of the team leaders and their representatives in providing quality services to meet performances and quality needs of clients while supporting the goals of the organization and remaining consistent with corporate policies, procedures and philosophies


• Ensure optimum productivity and service level goals are maintained at all times


• Maintain an excellent working relationship with clients while continuously strive to improve the level of overall service provided.


• Develop all team leads to ensure top performance


• Day to day management of account and related issues


• Monitor, measure, report & analyze data to improve call centre performance


• Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques


• Responsible for staffing and hiring


• Provide Subject Matter Expertise


• Hold team meetings on a regular basis with direct reports.


• Communicate all process and client changes to direct reports within specific timeliness

Qualifications

Knowledge

• Up to date management skills and understanding of employee motivation


• Understanding of key performance indicators including the working knowledge to drive appropriate behavior

Skills

• Excellent communication skills


• Strong Customer Service skills


• Excellent Leadership and Interpersonal skills


• Effective organizational skills and time management skills

Abilities

• Ability to apply knowledge of accounts business, technology and processes to manage escalations and lead more junior team members.


• Ability to problem solve independently and make fast but high quality decisions


• Ability to create, interpret and analyze reports


• Ability to exhibit professionalism


• Ability to drive for results and motivate others in order to meet organizational goals, expectations and requirements of internal and external customers


• Ability to work a flexible schedule (graveyard/shifting schedule)

Education/Experience:

• Bachelor’s degree (any field) is preferred


• At least has 2 years of experience as an Operations/Program Manager