SUMMARY

Manage operational activities for assigned client program(s) within company and client guidelines and policies. Manage, motivate, and develop front line supervisory staff responsible for the day-to-day performance of teams of call center agents who provide services on behalf of the company’s clients. Ensure both the client Key Performance Indicators (KPIs) and company performance expectations are met and continuously improved upon.

ESSENTIAL JOB DUTIES

• Manage 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

KNOWLEDGE, SKILLS, ABILITIES & OTHER CHARACTERISTICS:

• 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

Internal Summarization:
• Exposure to the position (1 yr minimum)
• Communication skills and confidence
• Senior High Grad/ at least 1st year college
• Location/ Willing to relocate
• Former employee 
• Amenability to work onsite and shifting schedules
• Expected salary Metro and Cebu: 55-60, Provincial: NA, Ilocos:
• Experience related to the account (Not required) - NPS