Senior Operations Manager
(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