Operations Manager - Telco Chat

Afni, Inc.; Philippines; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

Afni, Inc. in the Philippines seeks an Operations Manager to plan and implement call center strategies, manage staff, and improve systems and processes.

You will monitor performance, prepare budgets, generate reports, and stay ahead of industry trends to ensure quality customer service and cost efficiency.

Qualifications

• Bachelor's degree required in any field.
• At least 2 years of relevant operations management experience.
• Experience in a non-voice international telco campaign is advantageous.
• ASAP start date.

Responsibilities

• Plan and implement call center strategies and operations.
• Develop, monitor, and improve systems and processes.
• Manage staff recruitment, training, scheduling, coaching, and performance.
• Prepare annual budgets and analyze variances.
• Prepare performance reports and track trends.
• Maintain equipment and implement upgrades.
• Stay updated on industry trends and best practices.
• Contribute to organizational goals with value-added initiatives.

Skills

Call center management

Budgeting

Staff training

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:

• Candidate must possess at least Bachelors Degree/College Degree in any field.
• At least 2 years of relevant experience as an Operations Manager.
• Recent experience in a non-voice International Telco campaign is an advantage.
• Can start ASAP