Operations Manager - BPO
Commonwealth, Quezon City, Philippines
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Vacancies 10
Apply Until: Mar 28, 2016
PNI INTERNATIONAL CORP.
POEA License No: POEA-018-LB-012816-R
Address
UNITS 203, 207 AND 210,2F STRATA 2000, DON F ORTIGAS, Pasig City, Metro Manila, Philippines
Contact Number(s)
8-637-7091
Company Profile
https://pniintl.workabroad.ph/profile/agency/443/pniintl
Principal / Employer
Commonwealth, Quezon City
Qualifications
Male or Female27 Years Old and AboveMinimum of 2 Years ExperienceAt Least Bachelor's / College Degree
For manpower pooling only. No fees in any form and/or purpose will be collected from the applicants. Beware of illegal recruiters and human traffickers.
Job Description
Operations Manager
Position Purpose:
Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.
Essential Functions and Responsibilities:
- Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
- Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
- Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
- Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
- Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
- Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
- Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
SALARY - 50,000 - 80,000
WORKING HOURS - Shifting Work Hours - mostly US Based Clients (9pm-6am Manila)
Interested candidates please send in your resumes in Doc Format to [email protected]