Operations Manager

Designation: Operations Manager

Location: Cebu, Philippines

Eligibility Criteria: Any Graduate/Postgraduate

Responsibilities

• Managing Daily Operations

• Drive Performance - Team mentoring & coaching individual associates who may fall below desired performance

• 1st Level Escalation Handling - handle issues that cannot be resolved by agents

• Lead, coach, develop, drive and manage the team as a whole and as individuals and have the ability to make decisions.

• Regularly updating oneself with changes in the process flow or in the company and/or floor policy

• Monitoring and ensuring closure of daily/weekly and monthly deliverables

• Managing SLA, Daily Reporting, Agent's leave planning

• Maintain a strong knowledge of products and services for customers that we are servicing

• Monitor random transactions/cases to improve quality, ...