MANAGER, OPERATIONS, SHIFT

Job Summary

Main Objectives and Duties:

1. Development, implementation, enhancement and support of call center systems, technologies and strategies.

Oversees the daily operations of all Call Center Department functions

Provides supervision, guidance, coaching, recognition, motivation and training to department personnel;

Participates in marketing campaigns and product launches;

Attains sales, quality control and customer service goals.

Performs direct supervisory duties of department staff and coordinates staff for coverage in all related areas.

2. Monitoring execution of business plans to meet the department and center's business operation expectations

Develops new lead targeting schemes, and scripting for the optimization of existing programs.

Monitors team performance to ensure that the call center goals are met and supporting call center quality and training efforts.

Measures and demonstrates the group productivity as well as the individual’s reports related to customer outcomes.

Co-operates with Operations Manager and upper/Senior Management

Facilitates in the implementation and evaluation of call center procedures and policies.

3. Personnel Supervision

Identifies and articulates reporting requirements, which includes targets, specific data, and anticipated outcomes.

Identifies, recommends and supports the implementation of various programs for the improvement of call center processes.

Writes and conducts performance evaluations, makes employment decisions, sets up performance goals and targets for assigned team.

4. Meeting all organizational functions and standards for the call center

Involves in the Hiring Process of Agents and Operations Supervisors and evaluates/analyzes and implements new process for the betterment of employees.

Prepares Immersion and Conditioning Programs for the Agents and Supervisors

Prepares/Presents the department/team's Root Cause Analysis (to the whole Management Team) concerned with Quality Areas subject for improvement.

Client Service

Replies to client's mails and concerns.

Handles Clients' Audits and creates Audit Committees

Manages special Tasks given by the Upper Management

5. Adherence to company policies and procedures

Implements and checks if policies and processes are followed: Operational / Human Capital Department / Administration Policies.

Area of expertise (Skills)

Graduate of a Bachelors Degree (minimum of 4 years) specifically in Business and IT related or equal experience.

2 to 4 years work experience in Call Center Operations, with 1 to 2 years in a Supervisory capacity

Other Skills and Experiences (Min)

6 Sigma certified (preferably)

Education