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| Operations Manager | | | Ref. Number: | CRM11438 | | |
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| Personal Information |
| Personal Profile: | •Handled 12 team leads of 20 agents each
•Responsible for supporting; coaching; developing and supervising team leads in a Service Center/Operations environment
•Responsible for operational excellence, productivity and development of the operations team as it supports our clients business needs
•Consults with client solutions staff in relation to program feedback
•Works with the Client Solutions staff in developing each new program
•Ensure all contractual Key Performance Indicator’s (KPIs) are met for Program
•RevGen (sales) POC and Hardware Dispatch POC for the entire account (500 agents)
•Represented the site in all Client calls
•Responsible for people development and alignment of goals to meet client objectives
•Responsible for meeting attrition targets and for uplifting morale and motivation of direct reports
•Responsible for developing organizational strategies in support of program growth.
•Responsible for managing staffing levels to meet client service levels. Also responsible for financial impacting service level requirements like attendance, adherence, and compliance.
•Responsible for managing the performance of a cluster of call center team leaders and representatives providing analysis, coaching and feedback, documenting results, counseling and mentoring, and delegation of work whenever necessary
•Responsible for intraday and daily performance monitoring of a cluster of team leaders and call center representatives or of a particular shift on the operations floor. Also responsible for supporting business continuity and disaster recovery plans whenever necessary.
•Responsible for completing client training and maintaining sufficient knowledge on all related continuous education
•Responsible for metric management of specific metrics as required by the client or by the company to meet program goals and objectives
•Responsible for supporting workforce required staffing levels to meet client service level requirements
•Responsible for managing team meetings and participating in operations leadership meetings
•Responsible for communicating to call center representatives any new requirements, changes, updates on all support related information as well as company information.
•Responsible for use and training of call center tools related to performance monitoring and tracking.
•Responsible for selection, profiling and developing personnel to support client requirements.
•Responsible for assisting in resolving conflict, issues related to people concerns. | |
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| Education: | Bachelor Degree |
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| Current Position |
| Current Job Title: | Operations Manager |
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| Current Location: | Philippines |
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| Preferred Position |
| Preferred Job: | Operations Manager |
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| Preferred Location: | Makati, Philippines |
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| Preferred Salary: | <20,000 $ |
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| Education | Mapua Institute of Technology - Bachelor of Science in Computer Engineering
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| Working Experience | Operations Manager
Teletech Customer Care Management Philippines, Inc.
Senior Team Leader
Convergys Corporation – Alabang
Team Leader
Convergys Corporation – Alabang
MDP Team Leader Trainee
Convergys Corporation – Alabang
Customer Care Representative (CCR)
Convergys Corporation – Alabang
Instructor
AMA Computer College – Las Piñas City
College of Engineering
College of Computer Studies | |
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 Contact with Candidate |
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