SMARTFUTURE TECH INC.
SMARTFUTURE TECH INC.

Operations Supervisor  

SMARTFUTURE TECH INC.

 
  • Makati, Philippines
    The World Centre Building, Makati, Metro Manila, Philippines
    Makati
    Metro Manila
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 6 years ago

2018-07-30T16:00:00+00:00
Job closed.

Job Description

Duties and Responsibilities:

  • Manage Team Leaders 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.
  • Determines call center operational strategies and organizational strategic plans and reviews. Review operational reports on regular basis and develop and implement action plans to address deficiencies.
  • Develops call center systems by developing customer interaction and voice response systems, and voice networks, 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.
  • Involve with the 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.
  • Accountable for ensuring that all activities and initiatives meant to drive operational effectiveness are administered in a cost-effective manner.
  • Prepares call center performance reports by analyzing, and summarizing data and trends.
  • 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.
  • Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking.
  • Execute short and long-term performance goals developed by Senior Management Team
  • 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.

Minimum Qualifications

Minimum Qualifications and Requirements:

  • Candidate must possess at least Bachelor's/College Degree, Post Graduate Diploma/Master's Degree in Business Studies/Administration/Management, Human Resource Management, Information Technology, Computer Science, Industrial Engineering and in any related field.
  • At least 3 Year(s) of extensive working experience in the related field is required for this position.
  • Prior management experience in a BPO call center environment is preferred.
  • Strong computer skills required.
  • Should have a track record of meeting targets and delivery on targets.
  • Excellent verbal and written communication and customer service skills.
  • Ability to multi-task and work in a fast-paced high stress environment.
  • Ability to build productive business relationship with clients.
  • Strong organizational, analytical ang managerial skills.
  • Must possess a professional, courteous and resilient attitude.
  • Strong knowledge of contact center operations.
  • Basic understanding of financial reports and forecasting.
  • Excellent judgment, reasoning, and problem-solving skills.

Jobs Summary

Job Level
Associate / Supervisor
Job Category
Administration and Coordination
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Once in a while
Office Address
The World Centre Building, Makati, Metro Manila, Philippines
Industry
Information Technology / IT
Vacancy
1 opening
Website
http://www.smartfuture.com.ph/

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About SMARTFUTURE TECH INC.

SmartFuture Tech Inc. is a technology company based in the Philippines that focuses on internet applications and hi-tech products that may enhance and enrich lives. SmartFuture Tech Inc. is involved on technology research & development advancement, web & mobile applications, digital marketing & social media and business outsourcing, but not limited to retail and electronic distribution globally. Our business model is divided in to three parts – partnership, distribution, and innovation. PARTNERSHIP Cooperation with Global Internet and Tech Companies to tap and strategically expand international businesses in the Philippine market; • Critical Planning o We conduct our own study to carefully select our partners and maximize the full potential of digital channels to reach the widest high quality audience and end users. • Global Tech Partners o Our team markets and sells mobile phones and consumer electronic products in partnership with global brands. • Project Management o Augment brand awareness by developing bespoke and innovative ways to meet the exacting demands of every customer segment we address. DISTRIBUTION International Marketing and Distribution arm for operating global partners; We represent bridges between producers and consumers in both domestic and international markets. Our aim is to distribute quality consumer electronics effectively throughout the region keeping in mind the exact needs, style and brand preference of the consumers. • Distributing popular gadgets and consumer electronics to the Philippines and South East Asia. Distributor and investor of optoelectronic products including radio-frequency identification. INNOVATION Research and Development hub for localizing web, games and multimedia applications to fit and penetrate new markets as well as integration with trending social media platforms. • Tech Incubator o Online apps, software as service, and global consumer electronic brands for local distribution. • Outsourcing o Outsourcing businesses from different parts of the world to the Philippines. • Tech Hub o A research and development facility for games, software, information applications, and other global projects in the Philippines.

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