Senior Operations Manager

Senior Operations Manager
Onsite - Davao Site

Responsibilities

• Manage Operations Manager and Team Managers to ensure program(s) productivity, quality and customer satisfaction/client performance objectives are met and performed in an efficient manner
• Communicate client and company goals and metrics with team members to deliver a high level of customer service
• Coach and develop direct reports to acquire and refine necessary job skills through constructive feedback, ongoing training, and other coaching techniques. Conduct regular performance reviews and one-one-one meetings with direct reports to evaluate performance against KPIs
• Review operational reports on a regular basis and develop and implement action plans to address deficiencies
• Hold regular team meetings with direct reports to review previous day/week/month program performance and provide guidance regarding future performance in order to continuously improve results
• Provide regular feedback to Director, Operations and other members of the management team regarding current operational performance. Escalate issues appropriately and in real-time including, but not limited to, financial, performance, and human resources issues
• Partner with the site leaders and human resources to execute strategic recruiting and employee engagement programs to attract and retain top performers
• Ensure all positions are staffed appropriately to meet client requirements
• Accountable for ensuring that all activities and initiatives meant to drive operational effectiveness are administered in a cost-effective manner
• Communicate client and company goals and metrics with team members to deliver a high level of customer service
• Execute short- and long-term performance goals developed by Senior Management Team
• Collaborate with respective Operational Support Teams to train employees to meet Client demands
• Responsible for respective department’s overall performance and for motivating team to exceed department goals and objectives
• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties
• Perform other duties as assigned by management

Qualifications:

• Strong knowledge of call center operations
• Basic understanding of financial reports and forecasting
• Ability to motivate and inspire a group of employees to achieve performance goals
• Ability to analyze processes and develop valid solutions to resolve issues at hand
• Ability to address all concerns in a consistent and fair manner
• Ability to interact with all levels of management and non-management personnel
• Ability to prioritize and organize work in a multitasked environment
• Ability to maintain the highest level of confidentiality
• Proficient personal computer skills including Microsoft Office
• Excellent interpersonal, written, and oral communication skills
• Excellent judgment, reasoning, and problem-solving skills