The Operations Manager plans, directs, and coordinates the day-to-day call center operations for our Travel Account, depending on the number of full-time employees. They oversee a team of supervisors and frontline employees and are responsible for ensuring that the team meets or exceeds performance targets and KPIs.
Responsibilities
Serve clients by planning and implementing call center strategies and operations, improving systems and processes, and managing staff.
Maintain and improve call center operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, and managing system and process involvement and quality assurance programs.
Establish high standards for productivity, quality, and customer service, as well as define user guidelines.
Establish daily team goals, including informing team members of promotions and incentive programs.
Ensure that all relevant communications, records, and data related to operations are updated and recorded.
Monitor call metrics by tracking effectiveness in call time, quality, and customer experience.
Liaise with upper management, administration, team leaders, and agents to gather information and resolve issues.
Accomplish 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.
Review staff performance, identify training needs, and plan training sessions.
Organize staffing, including shift patterns and the number of staff required to meet demand.
Coach, motivate, and retain staff.
Coordinate with responsible departments in developing bonuses, rewards, and incentive schemes.
Execute new policies in operations. The main goal is assuring fast assimilation and immediate implementation.
Provide a solid leadership model for the employees.
Encourage employees to meet their targets.
Detect skill and performance gaps in employees.
Develop call center systems by developing customer interaction and voice response systems, and voice networks; design user interfaces; develop and execute user acceptance test plans; plan and control implementations.
Maintain professional and technical knowledge by tracking emerging trends in call center operations management.
Prepare weekly and monthly KPI reports for submission to executive management.
Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.
Accomplish organization goals by accepting ownership for accomplishing new and different requests
Explore opportunities to add value to job accomplishments.
Ensure compliance with relevant regulations, policies, and standards.
Serve clients by planning and implementing call center strategies and operations, improving systems and processes, and managing staff.
Maintain and improve call center operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, and managing system and process involvement and quality assurance programs.
Establish high standards for productivity, quality, and customer service, as well as define user guidelines.
Establish daily team goals, including informing team members of promotions and incentive programs.
Ensure that all relevant communications, records, and data related to operations are updated and recorded.
Monitor call metrics by tracking effectiveness in call time, quality, and customer experience.
Liaise with upper management, administration, team leaders, and agents to gather information and resolve issues.
Accomplish 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.
Review staff performance, identify training needs, and plan training sessions.
Organize staffing, including shift patterns and the number of staff required to meet demand.
Coach, motivate, and retain staff.
Coordinate with responsible departments in developing bonuses, rewards, and incentive schemes.
Execute new policies in operations. The main goal is assuring fast assimilation and immediate implementation.
Provide a solid leadership model for the employees.
Encourage employees to meet their targets.
Detect skill and performance gaps in employees.
Develop call center systems by developing customer interaction and voice response systems, and voice networks; design user interfaces; develop and execute user acceptance test plans; plan and control implementations.
Maintain professional and technical knowledge by tracking emerging trends in call center operations management.
Prepare weekly and monthly KPI reports for submission to executive management.
Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.
Accomplish organization goals by accepting ownership for accomplishing new and different requests
Explore opportunities to add value to job accomplishments.
Ensure compliance with relevant regulations, policies, and standards.
Skills & Qualifications
Strong leadership and people management skills, with the ability to motivate and inspire a team.
Excellent communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels.
Analytical mindset and proficiency in data analysis to identify trends, make data-driven decisions and drive performance improvements.
Strong problem-solving abilities and the capacity to handle challenging situations in a fast-paced environment.
In-depth knowledge of call center operations, including workforce management, quality assurance, and customer service practices.
proficiency in using call center technologies, such as customer relationship management (CRM) systems, call routing software, and reporting tools.
Ability to prioritize tasks, manage multiple projects, and meet deadlines.
Proficient in Microsoft Office/Google Suite and other relevant software.
Ability to work flexible schedules, including evenings, weekends, and holidays.
Education & Experience
Bachelor's degree in Business Administration, Management, or a related field is a plus.
Minimum of 5 years of experience in operations management.
Minimum of 3 years managing a group of Operations Supervisors and Team Leaders.
Preferably with Travel Account experience.
30% Night Differential Pay
The standard night differential pay in the Philippines is 10%. Our rate is 2x higher than that of other companies.
Competitive Salary & Benefits
We offer a progressive salary package with monthly performance incentives and annual appraisal. Healthcare, dental, and a retirement plan included upon passing training! Enroll in free in-house professional development classes to keep your career on the right track. We also support working students with an educational loan.
Professional Development
Enroll in free in-house professional development classes to keep your career on the right track. We also support working students with an educational loan.
Paid Time Off
25 vacation, sick, and paid leaves combined plus birthday, maternity, and paternity time off.
Free Food & Coffee
Whoever coined the term "Thank God it's Friday" must've been thinking of Free Food Fridays. Enjoy breakfast, lunch, or dinner on us every week! We've also got overflowing coffee and tea to keep you energized daily!
Wellness Benefits
Healthcare, dental, and a retirement plan included upon passing training!