Operations Manager

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee Team Leaders/Supervisors to guarantee that productivity, quality, and client satisfaction objectives for programs are achieved efficiently.

• Assess, monitor, and evaluate team performance using key performance indicators (KPIs) while providing continuous feedback to uphold company standards.

• Cultivate all necessary skills in front-line managers to foster a fully engaged, highly skilled, and efficient team.

• Provide updates on processes and procedures on a monthly, daily, or weekly basis.

• Conduct one-on-one meetings with supervisors to evaluate team performance and effectiveness.

• Ensure that supervisors and interpreters meet client expectations by developing and implementing written performance improvement plans.

• Identify and execute process enhancements to boost performance.

• Communicate with the Contact Center Director and assist during instances of phone issues, delays, or service interruptions in the call center.

• Collaborate with various departments to resolve client issues effectively.

• Engage directly with clients when addressing escalated concerns.

• Maintain an active presence on the contact center floor, observing Team Supervisors as they interact with employees.

• Contribute to WFM staffing, planning, forecasting, and performance evaluations.

• Join weekly Manager's Meetings, sharing insights, feedback, and recommendations.

⛳️ Requirements

• Minimum of 5 years of leadership experience in a call center environment.

• Preferred Bachelor's degree or equivalent experience.

• Demonstrated ability to manage multiple tasks and work effectively under pressure.

• Strong skills in conflict management, team building, and motivation.

• Proficient computer skills with a quick aptitude for learning new applications.

• Excellent communication skills, both written and verbal, including presentation abilities.

• Familiarity with contact center tools, systems, reporting, and methodologies.

• Understanding of KPIs and process improvement principles.

🏝️ Benefits

• Equal employment opportunity.