assistant Operations Manager (dumaguete site)Wonders Corporation

Job Description:
As an Assistant Operations Manager you will be responsible in leading different teams of Customer Service Representatives to better performance and improve service quality. You will assist in establishing call centre objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call centre data, and focus on improving performance and processes in an effort to better support customers. You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.
Responsible for selecting, training, developing and managing performance of direct reports; providing prompt and objective coaching and counseling and coordinating, planning and assigning work for staff in accordance with the company's goals and objectives
Analyze performance results and implement departmental improvements according to company goals and objectives
Plan for upcoming organizational needs and implement strategies in a proactive manner
Work with support departments to ensure staffing strategies are effectively executed
Review performance of the team members and oversee training and development opportunities
Other duties as assigned
Requirements
Strong statistical/analytical skills, effective verbal and written communication skills, ability to collaborate, build consensus and strong relationship with internal departments, ability to identify and implement process enhancements and have a strong work ethic and focus on delivering results
Excellent verbal and written communication skills and the ability to communicate and influence at various levels within the organization
Ability to work overnight and weekends
Bachelor's degree in any field of study
3-5 years call center managerial experience with at least 2 managing and developing people and processes
Must have supervised at least 50+ FTEs
Must be willing to work in Dumaguete City
Wonders Corporation

Dumaguete City, Negros Oriental
Permanent
Full-time