BestJobs - Jobs - Operations Manager - Tagum Site

    Description


  • Summary
    The Operations Manager will be responsible in providing sales/customer service support and leadership to
    supervisors and team leaders within the account; ensures that the highest quality of customer
    service is provided at all of the delivery systems; provides administrative support in areas of
    compliance, regulations, policies and procedures. The sales operations manager also manages
    local scheduling and real-time operations that facilitate the maximization of resources (human
    and automated) to achieve customer satisfaction, productivity, schedule adherence and
    economic goals.

    Duties and Responsibilities
    1. Works with the site manager/SOM to develop action plans to improve overall performance of agents within the account.
    2. Assists in training and developing a highly motivated and effective team of sales consultants and in providing the equivalent for TLs and supervisors.
    3. Works with the site manager in setting operational sales goals for the account.
    4. Provides guidance, leadership and coaching to everyone in the team.
    5. Communicates changes in regulations and procedures with the client and relay it to the team.
    6. Coordinates performance appraisals, promotions and terminations within operations job functions.
    7. Conducts meetings, team huddles at least monthly, with the managers, supervisors and the team.
    8. Responsible for staff planning and coordination of the same for weekdays, Saturdays and special events.
    9. Oversees daily activities within the account to maximize scheduling and real-time utilization of resources;
    10. Monitors attendance and tardiness within the team and provide coaching to low performing agents.
    11. Interacts with other managers and leaders to ensure smooth -coordination of scheduling and maximization of schedule adherence; provides input on local conditions, identifies needs and receives direction on real-time staffing increases or decreases.
    12. Ensures effective management of schedules, adherence, notifying and escalating within the site and within the account as warranted; ensures communication of real-time staffing changes to the management.
    13. Enacts contingency plans as needed; escalates and directs activities during systems problems, disasters, etc.; identifies potential problems, troubleshoots, escalates issues to local and network management, and participates in analyzing problems while providing input for future process improvements.
    14. Approves schedules developed within the account and works with local management to communicate and fill schedules and handle exceptions.
    15. Reviews ongoing performance results to targets. Takes corrective measures with authorization, escalate as needed.
    16. Participates in daily, weekly, monthly and annual planning process as appropriate.
    17. Performs all duties and responsibilities in a timely and effective manner in accordance with established company policies to achieve the overall objectives of this position.
    18. Maintains a favorable working relationship with all other company employees to foster aid, promote a cooperative and harmonious working climate which will be conducive to maximum employee morale, productivity, and efficiency/effectiveness.
    19. Projects a favorable image of the company to promote its aims and objectives and enhance public recognition and acceptance of all of its areas of endeavor.
    20. Keeps immediate superior promptly and fully informed of all problems or unusual matters of significance and takes prompt corrective action where necessary or suggests alternative courses of action which may be taken.
    21. Performs all necessary supervisory functions to effectively and efficiently manage the personnel assigned.
    22. Communicates areas of accountability and performance expected of personnel assigned.
    23. Determines standards of performance as a basis to review progress of personnel assigned.
    24. Recommends salary adjustments, transfers, promotions and dismissals.
    25. Develops individuals for future advancement.
    26. Performs other duties and responsibilities as required or requested.

  • Requirements

  • Minimum education level: Vocational
  • Years of experience: 3
  • Language(s): Tagalog ,English
  • Knowledge: Microsoft Excel
  • Availability for travel: Yes
  • Availability for change of residence: Yes

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Job summary

  • Operations Manager

  • Davao del Norte, Davao Region

  • Company

    Siblings International Business Solutions (SiBS)
  • Work type

    Permanent contract

  • Type of contract

    Full Time

  • Apply