Operations Manager - Telco Sales

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

Job summary

Afni, Inc. is seeking an Operations Manager in the Philippines to plan and execute call center strategies, optimize processes, and lead a team to meet service and financial goals.

The role focuses on staff recruitment, training, process improvements, and performance reporting. A bachelor's degree and at least two years of relevant experience are required, with a preference for candidates with international telco non-voice campaigns and an ASAP start.

Qualifications

• Bachelor's degree or college degree in any field.
• At least 2 years of experience as an Operations Manager.
• Experience handling an International Telco Sales (Non-Voice) campaign preferred.
• Available to start ASAP.

Responsibilities

• Plan and implement call center strategies and operations.
• Improve systems and processes to enhance productivity and service quality.
• Recruit, train, coach, and manage staff to meet performance targets.
• Develop and monitor budgets, expenditures, and financial objectives.
• Prepare performance reports and analyze data to drive improvements.
• Maintain equipment and supervise upgrades and maintenance programs.
• Stay updated on trends in call center operations management.

Skills

Staff management

Process improvement

Budgeting

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, 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