You are here: Home > Operations > Operations Manager

Operations Manager

Managerial / Supervisory

IQor Philippines Iloilo

With business certificates
Iloilo City, Iloilo
Posted on : February 23, 2017
Job ID : 222565


We are seeking an experienced OPERATIONS MANAGER for our Iloilo Site
  • Manage daily performance of multiple supervisors in a fast paced, inbound & outbound call center
  • Coach, mentor and develop supervisors so they are able to deliver high levels of goal attainment and quality of service
  • Establish clear roles, directions, responsibilities, and performance requirements for call center supervisors
  • Lead by example to both directly and indirectly motivate and generate enthusiasm among call center employees
  • Consistently build and maintain positive team moral
  • Conduct and write employee performance evaluations
  • Research and analyze root cause of problems, identify trends and recurring problems, and suggest resolutions
  • Observe formal coaching sessions and provide feedback to optimize effectiveness of coaching
  • Identify training and quality opportunities and work with cross-functional teams to drive performance improvement
  • Participate in and / or contribute to business presentations as needed
  • Attend client meetings and calibrations
  • Prepare reports for clients and internal site leadership
  • BPO/Call Center experience : 5 years minimum
  • Customer Service experience REQUIRED
  • 2+ years of experience in managing SUPERVISORS is required, call center environment
  • Express self through professional appearance and presentation
  • Demonstrate confident and commanding presentation skills
  • Communicate, train, and teach using positive, respectful, and clear written and verbal communication means
  • Be capable of interacting with a wide variety of internal/external individuals at all levels
  • Exhibit a solid understanding of performance management and employee development strategies
  • Ability to manage multiple priorities and a multitude of projects in a team environment
  • Experience in a Call Center Environment and/or Call Center Management
  • Proficiency in Microsoft Office, particularly Word, PowerPoint, and Excel
  • Ability to express and understand the importance of the following:
  • Flexibility to work long and irregular hours
  • Strong analytical and problem solving skills
  • Interest and knowledge of call center operations

Applications for this job are now closed.
Click here to view similar jobs.