Senior Operations Manager | Cubao - Telco Account (Pooling)
IBEX Global Solutions Muntinlupa Full-time
The Sr. Operations Manager is responsible for managing performance of the Operations Managers, its team leaders and their representatives in providing quality services to meet performances and quality needs of clients while supporting the goals of the organization and remaining consistent with corporate policies, procedures and philosophies.
He/She will ensure optimum productivity and service level goals are maintained at all times. The successful candidate will maintain an excellent working relationship with clients while continuously striving to improve the level of overall service provided.
DUTIES AND RESPONSIBILITIES:
- Manage, lead and inspire the team to ensure everyone regularly meet/exceed targets
- Develop all Operations Managers to ensure top performance
- Monitor all staff to assess developmental needs to improve performance
- Day to day management of account and related issues
- Monitor, measure, report & analyze data to improve the program's performance
- Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques
- Responsible for staffing and hiring
- Provide Subject Matter Expertise
- Ensure training needs of subordinates are met
- Successfully complete all client related training
- Hold team meetings on a regular basis with direct reports
- Communicate all process and client changes to direct reports within specific timeliness
- Promote the use of all center communication tools
- Up to date management skills and understanding of employee motivation
- Understanding of key performance indicators including the working knowledge to drive appropriate behavior
- Excellent communication skills
- Good leadership and interpersonal skills
- Excellent analytical skills
- Must possess effective organisational skills and time management skills
- Ability to apply knowledge of accounts business, technology and processes to manage escalations and lead more junior team members.
- Ability to problem solve independently and make fast but high-quality decisions
- Ability to create, interpret and analyze reports
- Ability to exhibit professionalism
- Ability to drive for results and motivate others in order to meet organizational goals, expectations and requirements of internal and external customers.
- Ability to work a flexible schedule (graveyard/shifting schedule)
Education/Experience:
- Bachelor's Degree (any field) or equivalent work experience
- Minimum of 4 years management experience with BPO environment being mandatory
- At least has 2 years of experience as an SOM/Program Leader
Desired:
- Prior experience as a Sr. Operations/Program Manager is highly preferred
- Preferably with Retail account background/experience in BPO industry
- Willing to be assigned in Cubao site
- Willing to work onsite
- Can start ASAP
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