Sr. Operations Manager | Clark, Pampanga
RESPONSIBILITIES:

* Plans production operations with production manager and supervisors, establishes call center priorities and sequences for conducting campaigns and programs in order to achieve client SPH, Conversion, Penetration and hours goals
* Prepares operational schedules and coordinates activities to ensure production and quality of service meets specifications. Communicates changes continually
* Communicates daily with Account Management and Production Training & Quality to coordinate programs, trainings, client requests and feedback, and general problem solving
* Ensures that the call centers are in full compliance with Federal, state and other regulatory body’s regulation and rules including the TCPA, The Telemarketing Rule, and Insurance Laws, to protect the organization from legal suits or other actions
* Develops or revises standard operational and working practices and observes agents and staff to ensure compliance with standards
* Resolves employee issues and problems by interfacing with production manager, supervisors and training manager and providing support where needed
* Reports key process indicators and other quantifiable measurement tools to track results of call center activities and regularly reports to VP or Directors
* Manages the downtime expense of the specific call centers and looks for new strategies to control this expense
* Works closely with the training and quality group for maintenance of high quality performance in the site
* Develops the efficiencies and professionalism of site operations personnel for long-term growth of the site by cross-pollinating successful strategies and ideas
* Resolves issues and problems between functions in the site
* Actively supports and provides leadership for the company’s Total Quality Management initiative and routinely focuses employees on customer needs and requirements.
* Routinely conducts internal audits and reviews and seeks remedies to ensure conformance with department policies, procedures and quality specifications.
* Develops and implements appropriate personal objectives that support each fiscal year’s department objectives and the overall company business plan.

REQUIREMENTS:

* Candidate must possess at least a Bachelor’s/College Degree in any field.
* At least 3 to 5 year(s) of working experience in the related field is required for this position.
* Preferably Managers specializing in Customer Service or equivalent. Job role in Management or Customer Service – General.
* Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
* Ability to write reports, business correspondence, and procedure manuals.
* Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
* Ability to work with mathematical concepts.
* Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
* Ability to define problems, collect data, establish facts, and draw valid conclusions.
* Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
* Strong operation/production “hat”
* Strong leadership skills
* Ability to perform with ease multiple tasks and manage time effectively
* Applicants should be Filipino citizens or hold relevant residence status.

NCO Group
Eugenio Lopez Jr. Communications Center Mother Ignacia St., Quezon City —-.
Website: http://www.ncogroup.com