Senior Operations Manager w/ BPO Experience
(National Capital Reg)

Responsibilities:

* Manage first line supervisors that are responsible for managing day-today operations of a team of representatives handling customer inquiries and issues.
* Ensure client and corporate service, quality, and contribution goals, financial, metric and associates satisfaction goal within the site are met.
* Provide leadership and management to associates; provide training and development of supervisory team.
* Coach and mentor team supervisors. Regularly conduct supervisor team meetings.
* Supervise multiple teams for one or more clients.

Requirements:

* Candidate must have at least 2 years experience in the same capacity.
* Ability to monitor and manage priorities within the contact center to meet client and corporate goals.
* Ability to communicate and escalate client issues to Site Director, SDO, and Leadership Team.
* Knowledge in labor relations and personnel management.

Sitel Ortigas 2nd Floor The Centerpoint Building Julia Vargas Avenue cor. Garnet Road, Ortigas Center, Pasig City 1600 Tel.: 860-0000 Fax: 634-5414