The Sr. Operations Manager is responsible for managing the performance of the Operations Managers, their team leaders, and their representatives in providing quality services to meet the performance and quality needs of clients while supporting the goals of the organization and remaining consistent with corporate policies, procedures, and philosophies. He/She will ensure optimum productivity and service level goals are maintained at all times. The successful candidate will maintain an excellent working relationship with clients while continuously striving to improve the level of overall service provided.
DUTIES AND RESPONSIBILITIES: Manage, lead and inspire the team to ensure everyone regularly meets/exceeds targetsDevelop all Operations Managers to ensure top performanceMonitor all staff to assess developmental needs to improve performanceDay-to-day management of account and related issuesMonitor, measure, report & analyze data to improve the program's performanceMonitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniquesResponsible for staffing and hiringProvide Subject Matter ExpertiseEnsure training needs of subordinates are metSuccessfully complete all client-related trainingHold team meetings on a regular basis with direct reportsCommunicate all process and client changes to direct reports within specific timelinesPromote the use of all center communication toolsKnowledge: Up-to-date management skills and understanding of employee motivationUnderstanding of key performance indicators including the working knowledge to drive appropriate behaviorSkills: Excellent communication skillsGood leadership and interpersonal skillsExcellent analytical skillsMust possess effective organizational and time management skillsAbilities: Ability to apply knowledge of accounts business, technology, and processes to manage escalations and lead more junior team membersAbility to problem-solve independently and make fast but high-quality decisionsAbility to create, interpret, and analyze reportsAbility to exhibit professionalismAbility to drive for results and motivate others in order to meet organizational goals, expectations, and requirements of internal and external customersAbility to work a flexible schedule (graveyard/shifting schedule)Education/Experience: Bachelor's Degree (any field) or equivalent work experienceAt least 4 years of managerial experience in a BPO settingAt least 2 years of experience as an SOM/Program LeaderDESIRED: Prior experience as a Sr. Operations/Program Manager is highly preferredTechnical background is a plusWilling to be assigned to the Paranaque siteWilling to work onsiteCan start ASAP
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