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    Description


  • Operations Manager
    At Quantrics, we consider our people our most important asset. Our focus is not only on creating a great
    customer experience – it’s about building and promoting a culture of constant team member growth,
    creating a sense of family, and working together to improve our lives and the lives of those in our local
    communities.
    We do not just offer a stellar working environment; we also offer amazing benefits and very competitive
    compensation packages. We also make employee advancement and overall wellbeing a priority because
    we value our employees above all else.
    Role Overview
    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 for assisting
    the Vice President of Operations with TL development, analysis, implementation of staffing, training,
    telemarketing, scheduling, and reward/recognition 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 these will require you to regularly partner with workforce and head office teams
    (i.e. Finance, HR) to manage the overall performance of your team.
    The Day-to-Day:
    • Live and breathe the Quantrics CREED (Collaborative, Respectful, Effective, Empowered, and Dedicated)
    • Focus on achieving success in all operational KPIs
    • Ensure employee engagement, prioritizing support and recognition
    • In collaboration with both internal and Bell key stakeholders, work across distance and cultures to ensure
    that the utmost care is provided to Bell customers
    • Identify process opportunities and provide possible recommendations that help improve the quality of
    service Quantrics provides to Bell
    • Embrace a continuous learning culture in a fast-paced environment and lead teams through change
    • Benchmark to 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
    The Qualifications:
    • Willing and able to work flexible hours (evening, weekends, or 24/7, as required)
    • Experience 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 interpersonal skills
    • Ability to prioritize and execute tasks in a high-pressure environment
    • Superior communication, presentation, and relationship-building skills with regards to all levels of the
    organization
    • 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 telecommunications would be considered a strong asset
    Quantrics is committed to fostering an inclusive, equitable, and accessible environment where all
    employees and customers feel valued, respected, and supported. We are dedicated to building a workforce
    that reflects the diversity of the communities in which we live and serve, and where every team member
    has the opportunity to reach their full potential.
    We cannot wait to meet you.

  • Requirements

  • Language(s): Tagalog
  • Availability for travel: No
  • Availability for change of residence: No

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Job summary

  • Operations Manager

  • Rizal, Calabarzon

  • Company

    Quantrics
  • Work type

    Permanent contract

  • Apply