Call Center Manager  

MicroSourcing Philippines Inc. is looking for an Assistant Operations Manager for a management team with over 20 years of service in the Release of Information industry. The client specializes in: Workflow/Process Management, Information Security and Compliance, System Integration and Database development, and Customer Support. It has the resources to manage ROI process from beginning to end.

The Assistant Operations Manager is accountable for the day to day frontline operations and meeting operational performance expectations for turnaround times & regulatory requirements. Should include the following but may not be limited to:

• Being accountable for shift operations
• Preparing agent schedules based on volume trends and operational requirements
• Monitoring the approval/disapproval of leave requests and makes necessary requirements adjustments to schedules in order to meet operational requirements
• Working with Operations Manager in resolving Team Lead/Agent concerns
• Working with Operations Manager in driving compliance on deliverables, including sending of weekly reports, accomplishing of trackers and other administrative functions
• Assisting Operations Manager in conducting root cause analysis for underperformance, creating action plans and following through on them
• Assisting with recruitment initiatives including conducting interviews and taking part in hiring calibrations
• Assisting Operations Manager in driving accountability measures such as compliance to the memorandums such as Quality Compliance, Productivity and Attendance
• Assisting Operations Manager in carrying out the initiatives for: Employee Engagement, Performance Management, Workforce Management, etc.

• Minimum 3-5 years experience in the BPO industry as a Senior Team Leader or AOM. Experience in healthcare industry is a plus.
• Experience in administrative hearing
• Knowledge of Labor Laws is preferred but not required
• Significant experience in managing Supervisors
• Proven history of developing and managing a team within a program of a similar nature
• Ability to deal with unexpected day-to-day challenges
• Ability to make sound decisions
• Ability to problem solve and ‘think-outside-the-box’
• Experience with manpower planning and scheduling
• Experience with written and verbal reporting to management and clients
• Solid relationship and team building skills
• Positive attitude and unwavering integrity
• Ability to motivate staff and ensure high morale
• Excellent people management skills, has a pleasing personality and has demonstrated the ability to motivate individuals to exceed performance initiatives
• Exceptional written and verbal communication skills
• Zero records of dishonesty or adverse attendance from previous employers
• Experience in start-up Operations and development of Processes and Team Structure