Operations Director
Afni
- Quezon City, PhilippinesUG, 2nd Floor, Afni Building (Diliman Commercial Complex), Quezon City, Metro Manila, PhilippinesQuezon CityMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Expired 5 years ago
2019-07-13T16:15:43.455029+00:00Job closed.
Job Description
- 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.
Minimum Qualifications
- Have earned a Bachelor's College Degree of any field.
- Must have at least 2 to 3 years of working experience handling the same position/field.
- Previous related account management background in the call center industry is required.
- Must have experience in managing large accounts.
- Have strong leadership and communication skills.
- Can resolve issues promptly.
- Must be amenable to work shifting schedules.
- Must be willing to work in Quezon City.
Jobs Summary
- Job Level
- Director / Executive
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Sometimes
- Office Address
- UG, 2nd Floor, Afni Building (Diliman Commercial Complex), Quezon City, Metro Manila, Philippines
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About Afni
We are a U.S. based company, expanding to the Philippines. We have 5,000 U.S. employees and more than 75 years of success. We partner with well-known companies and brand names, and it’s our job to represent our clients through millions of conversations with their U.S.-based customers. They trust us with their customer relationships, and we earn that trust, day-in and day-out.
In short, we make it happen, one interaction at a time. To learn more, visit http://afnicareers.com/philippines