Assistant Manager - Operations BPO
Assistant Manager - Operations BPO
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Salary Not Disclosed
1 Vacancy
Job Description
Position: Assistant Manager Operations (BPO)
Location: Cebu Philippines.
Salary: PHP 40000
Joining Date: ASAP
Qualifications:
- 2 years of Team Lead experience
- 3 years experience in the BPO industry
- At least two years of supervisory experience
Responsibilities:
- Manage a team of executives and be directly responsible for team performance. Lead motivate and mentor the team and flawlessly execute action plans to ensure the highest level of performance delivery with standard quality is met.
- Conduct oneonone reviews/coaching feedback and counseling with the executives on techniques and methodologies communication and strategies to meet and exceed performance goals.
- Maintain quality standards and deliver on accuracy/compliance targets handle and manage customer and client escalations.
- Monitor transactions on an ongoing basis and take corrective steps whenever necessary
- Identify opportunities to improve agent performance and create actionable plans that drive results.
- Work crossfunctionally with other departments within the client organization in order to identify obstacles in quality and streamline processes wherever possible.
- Keep the team aware of all the information related to products procedures customer needs and company related issues changes or actions.
- Provide support to the Operations Leader on special duties and other duties as assigned/delegated.
- Coordinate available resources and monitor workflow to ensure that the daily workload is consistently completed in line with agreed service standards.
- Liaise with internal and external customers on a wide range of information regarding issues complaints and requests for information or advice.
- Keep senior management informed on reports/results and forecast
- Assist new hires and ensure that they are brought up to speed within the shortest possible time
- Provide complete support (Administrative process specific etc.) to the team members to perform their duties effectively.
- Ensure employee satisfaction foster a competitive spirit amongst the team
- Ensure compliance with internal policies and procedures external regulations and information security standards.
- Effectively manage queue and balancing of work loads.
Employment Type
Full Time
