BestJobs - Jobs - Operation Manager - Collections / San Mateo site


  • Collections - Operations Manager
    As the Operations Manager, you will be leading a team of team leaders and call center agents in a
    collective effort to deliver superior customer service to our clients. You will also be responsible in assisting
    the Director for Operations with TL development, analysis, implementation of staffing, training, scheduling
    and reward/recognitions programs. This will entail being in-charge of monitoring multiple key performance
    metrics and being accountable for coaching and supporting team leaders to achieve targets. Achieving this
    would require you to regularly partner with workforce and head office teams (i.e. Finance, HR) to manage
    the overall performance of your team.
    Key accountabilities will include:
    • Leave and breathe the QUANTRICS CREED ( Collaborative, Respectful, Effective, Empowered and
    • Focus on achieving success in all operational KPIs
    • Ensure employee engagement, prioritizing support and recognition
    • In collaboration with both internal and external key stakeholders, work across distance and cultures to
    ensure that utmost care is provided to our customers
    • Identify process opportunities and provide possible recommendations that help improve the quality of
    service Quantrics provide to it Client
    • Embrace continuous learning culture in a fast-paced environment and lead teams through change
    • Benchmark and understand best in class performance across multiple sites and create a plan to address
    our biggest opportunities
    • Build and foster an energized team
    • Ability to simplify ambiguous and complex scenarios to provide clear guidance to the team
    • Willing and able to work flexible hours (evening, weekends or any given hoop schedule, as required)
    • 2-5 years of Operations Manager-level experience handling a Collections account for a Telco Campaign
    • Experience in handling multiple lines of business
    • Ability to structure and solve business problems
    • Proven data analysis and problem-solving abilities
    • Proven ability to lead cross-functional team initiatives
    • Ability to motivate and inspire team members
    • Excellent coaching , listening and inter-personal skills
    • Ability to prioritize and execute tasks in high-pressure environment
    • Superior communication, presentation and relationship building skills with regards to all level of
    • Comfortable presenting recommendations to both internal and external senior leaders
    • Ability to develop strong partnerships with both internal and external business leaders
    • Prior experience in business/financial management, operations or project/program management is an
    asset, but not required
    • Prior people management experience, leading through influence is an asset but not required
    • Experience in the telecommunications would be considered a strong asset
    • Willing to work in San Mateo

  • Requirements

  • Availability for travel: No
  • Availability for change of residence: No

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Job summary

  • Operation Manager

  • Rizal, Calabarzon

  • Company

  • Work type

    Permanent contract

  • Apply