Operations Manager - Telco Chat

afniexternalcareers; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Job summary

afniexternalcareers is seeking an Operations Manager in the Philippines to plan and implement call center strategies and operations. You will enhance systems, processes, and performance while managing staff and budgets.

The role requires a Bachelor's degree and at least 2 years of relevant experience, with ASAP availability and an understanding of international telco campaigns as a plus.

Qualifications

• Bachelor's Degree in any field.
• 2+ years of Operations Manager experience.
• Experience in non-voice international telco campaigns is an advantage.
• ASAP start available.

Responsibilities

• Plans and implements call center strategies and operations.
• Develops and improves systems, processes, and performance.
• Monitors performance, analyzes data, and drives improvements.
• Manages staffing, scheduling, coaching, and disciplinary actions.
• Assists budgeting, cost control, and financial planning.
• Prepares and analyzes performance reports and trends.
• Maintains equipment and oversees upgrades and maintenance.
• Keeps up with trends in call center operations management.
• Accepts new requests and seeks opportunities to add value.

Skills

Staff management

Recruiting

Coaching

Budgeting

Education

Bachelor's Degree

Tools

Call center software

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 Bachelor's Degree/College Degree in any field.
• At least2 years of relevant experience as an Operations Manager.
• Recent experience in a non-voice International Telco campaign is an advantage.
• Can startASAP