Operations Manager - Telco Sales

afniexternalcareers; Philippines; On-site; PHP 500,000 - 1,000,000; Full time

Job summary

afniexternalcareers is seeking an Operations Manager to lead and optimize call center strategies and operations in the Philippines. You will plan and implement processes, manage staff, and drive service quality across customer interactions.

Requirements include a Bachelor's degree and at least 2 years in an Operations Manager role, with a preference for candidates with International Telco Sales (Non-Voice) experience. Start ASAP.

Qualifications

• Bachelor's degree required.
• 2 years of relevant experience as an Operations Manager.
• Experience with International Telco Sales (Non-Voice) campaigns preferred.
• ASAP start.

Responsibilities

• Determines call center operational strategies by assessing needs, performance, capacity, and costs; sets standards for technology, production, productivity and customer service.
• Develops call center systems including voice response, interfaces, test plans, and implementations.
• Monitors and improves call center operations; analyzes performance and implements improvements and upgrades.
• Manages staffing—recruiting, training, scheduling, coaching, and performance reviews; enforces policies.
• Manages budgeting and meets financial objectives; analyzes variances and initiates corrective actions.
• Prepares performance reports by analyzing data and trends.
• Maintains equipment and develops preventive maintenance programs.
• Keeps professional knowledge current through trends and professional networks.
• Drives organizational goals by taking ownership of new requests and value-added opportunities.

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.

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, any field.
• At least2 years of relevant experience as an Operations Manager.
• Candidates with recent experience handling an International Telco Sales (Non-Voice) campaign is preferred.
• Can startASAP