Operations Manager | US Telco Account  

• Manage Team Managers to ensure program(s) productivity, quality and customer satisfaction/client performance objectives are met and performed in an efficient manner.
• Communicate client and company goals and metrics with team members to deliver high level of customer service.
• Coach and develop direct reports to acquire and refine necessary job skills through constructive feedback, ongoing training, and other coaching techniques. Conduct regular performance reviews and one-one-one meetings with direct reports to evaluate performance against KPIs.
• Review operational reports on regular basis and develop and implement action plans to address deficiencies.
• Hold regular team meetings with direct reports to review previous day/week/month program performance and provide guidance regarding future performance in order to continuously improve results.
• Provide regular feedback to Director, Operations and other members of the management team regarding current operational performance. Escalate issues appropriately and in real-time including, but not limited to, financial, performance, and human resources issues.
• Partner with the site leaders and human resources to execute strategic recruiting and employee engagement programs to attract and retain top performers.
• Ensure all positions are staffed appropriately to meet client requirements.
• Accountable for ensuring that all activities and initiatives meant to drive operational effectiveness are administered in a cost effective manner.
• Communicate client and company goals and metrics with team members to deliver high level of customer service.
• Execute short and long term performance goals developed by Senior Management Team
• Collaborate with respective Operational Support Teams to train employees to meet Client demands
• Responsible for respective department’s overall performance and for motivating team to exceed department goals and objectives.
• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
• Perform other duties as assigned by management.

• Experience handling a US Telco account is an advantage
• Must have Customer Service and Sales experience for voice account/s
• Must be willing to work on Davao
• Minimum 3 years related operations experience required, inclusive of at least 2 years supervisory experience. 4 years related operations experience preferred
• Prior management experience in a call center environment within the Business Process Outsourcing industry is desired