Operations Assistant Manager (Alabang)

About this role

Summary/Description:

• 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.

Key Qualifications:

• Amenable to work in shifting schedules.

• Amenable to work ONSITE (Alabang).

• Able to start ASAP

General Knowledge & Skills:

• 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

Education and other requirements:

• 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

Job Responsibilities:

• 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

Benefits:

• HMO for Employee and 2 Dependents (On Day 1)

• Quarterly performance bonus

• Outstanding career development opportunities

• 24 Leaves Annually