Operations Assistant Manager (Alabang)

Philippines·MuntinlupaFull-timemid

Operations AssistantAdministration & Office Support

1 views0 saves0 applied

Key Responsibilities

Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc.

Requirements Summary

Amenable to work in shifting schedules. Amenable to work ONSITE (Alabang).

Technical Tools

Operations AssistantAdministration & Office Support

Manage a team of CSR associates and junior team leads in BPO operations. Main objective of the role will be to supervise the day-to-day delivery and performance of the team.
The role will also require the individual to motivate, mentor, coach and groom the team.
Ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints.

~1 min read

Minimum experience of 6 years with customer service in the BPO/BPM industry
Bachelors degree in any course
A minimum of 2 years in the role of a Sr. Team Leader/Assistant Manager – within a voice LoB or campaign
Willingness to work in rotational shifts

Knowledge of Customer care operations
Experience in managing teams
Able to coach, mentor, motivate and interact with people
Excellent verbal and written communications
Strong decision making and analytical ability
Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools

~1 min read

→Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc.
→Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues
→Handle User/customer escalations and formulate actions to resolve any concerns and ownership till resolution
→Regularly formulate and execute internal and external governance
→Effectively handle client escalations and formulate actions to resolve any concerns
→Work with the operations managers to obtain necessary resources like training and support for the team’s requirements
→Conduct quality assessment of agents’ performance and formulate trends for performance improvement of agents & teams
→Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets
→Familiarize the team with the latest process update and changes, team and individual targets
→Identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects