Operations Manager - Telco Chat

Afni, Inc.; Quezon City; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

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

The role covers determining operational strategies, developing systems, monitoring performance, budgeting, and reporting to drive quality service and efficiency within the center.

Qualifications

• Bachelor's Degree or 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.

Responsibilities

• Determines call center operational strategies by assessing needs, performance, capacity, and costs.
• Develops call center systems, interfaces, tests, and implementations.
• Maintains and improves call center operations by monitoring performance and implementing upgrades.
• Manages HR objectives including recruiting, training, scheduling, and performance reviews.
• Meets financial objectives through budgeting, expenditures, and variance analysis.
• Prepares call center performance reports by analyzing data and trends.
• Maintains equipment and safety through preventive maintenance and upgrades.
• Keeps professional knowledge up-to-date with industry trends and networks.
• Seeks opportunities to add value and drive organizational goals.

Education

Bachelor's Degree/College 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.

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.

Requirements

Qualifications:

• Candidate must possess at least Bachelor's 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