Position: Assistant Manager/Manager

Job type: Full-Time

Salary: Negotiate

Experience: 3 years

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Position Summary
Responsible for the profitability and management of call center operations activities of a very large, multiple and/or complex LOB’s / client/s / account/s / program/s that contribute to the acquisition, satisfaction and retention of client contracts/agreements. Provides strategic direction and guidance to the managed accounts. Acts as the primary interface of clients and maintains cordial and effective working relationships with them.Ensures the achievement of KPI’s and metrics through proactive management of the operations teams and active coordination with various support teams.Ensures that all clients and programs processes and procedures are adhered to and that individual/team/program metrics are consistently improving.
1. Accomplishes all of the roles and responsibilities of an Operations Manager, such as but not limited to: ensures profitability of a very large or multiple LOB’s / Client/s / Program/s / Account/s by ensuring the attainment of client-specified KPI’s and targets.
2. May assume an AGM role in the absence of a Director of Operations, in which there is full P&L responsibility for all LOB’s / client/s / program/s managed and supported.
3. May provide strategic direction and guidance to all programs managed and supported, in terms of growth, process improvements and efficiencies, enhanced profitability or possible new business opportunities, ensuring alignment to the overall business strategy of the organization.
4. Maintains cordial and effective working relations with external clients and serves as the primary interface of clients. Translates client requirements into action plans for the program.
5. Participates in the budgeting process and adheres to the established budget for the LOB’s / account/s / program/s.
6. Maintains a high level of morale and productivity within the LOB’s/account/s / program/s.
Qualifications:
  • Excellent Communication and Presentation Skills
  • Must have a strong client relations and financial knowledge
  • Bachelor’s Degree in any course, preferably Business or Business Management.
  • 3-5 years Call Center Operations, Customer Service, Business Process Outsourcing, or Telecommunications experience in a Managerial capacity
  • Has experience in Sales and Customer Care
  • Candidate must be willing to support the night shift
  • Must be willing to be assigned in Vertis North, Quezon Ctiy
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Deadline: 05-04-2024

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