Operations Manager for Quezon City

Essential Functions/Core Responsibilities

• Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).


• Assists in driving metrics of the team


• Monitor closure of service levels regularly.


• Ensure prompt escalations to Team Captain.


• Supervise team in the absence of the Team Captain.


• Monitor performance and quality scores of team.


• Take production calls as well as escalated calls.

Works autonomously within established procedures and practices; seeks guidance in the more complex aspects of the process (extensive latitude for independent judgment). Does not have any outstanding disciplinary, attendance or performance issues. Analyzes process-related problems and suggest possible solutions. Guides and trains junior team member and facilitates their work. Demonstrates mastery of required behaviors/competencies suc...