assistant Operations ManagerHelloConnect, Inc.

Responsible for the development of the operational talent pool by optimising the skills of the existing team, in partnership with our internal recruitment teams to attract the very best external talent; in line with the agreed framework, succession planning will be in place to ensure critical roles are filled, and individual talent is recognised.
Work with our HelloConnect recruitment and IT team to onboard new employees into an inviting workplace.
Have succession planning for individuals with PDPs. * Provide leadership to all direct and indirect reports. Provide your direct reports with appraisals and 1:1 meetings regarding agent development, and assist Team Leaders in motivating their teams to reach the Outbound Reactivation KPIs.
Allocate the daily workload.
Ensure schedules are on time and correct for the account's needs. * Successfully communicates and prepares your teams for upcoming peak periods, new products, and critical changes.
Roll out new processes coordinated with the Sales OM and L&D team.
Be across all HelloFresh projects and how these impact the Outbound Renovations Team; training needs to be identified early to ensure the team is prepared for changes. * Lead and inspire your team to achieve your allocated account's KPIs. Inspire your team to work collaboratively with each other and departments that enable the success of HelloConnect.
Address sub-standard performance immediately and establish agreed-on corrective measures, which are recorded and signed off in all cases.
Implementation of account intervention plans when KPIS are not achieved.
Regular review of performance metrics and calibration sessions with the quality teams
Work alongside the RTA's
Be in regular contact with HelloFreshGroup Management to ensure you are aligned with the current focus and lean on the team when support is required from HelloFresh. You must hold a 'one team' mindset.
Lead by example by following all company policies and leading a team that follows. Leave management and return to work must be followed on time and fairly. All performance management conversations must be documented accurately and filed by HR. Apply appropriate disciplinary action for non-compliance and repetitive sub-standard behaviour or performance.
Work with the engagement team to ensure employees' happiness is a focus.
Encourages employee involvement and engagement while upholding company values, mission, and vision. * Support employees struggling with their performance KPIs; ensure intervention happens early, and they are provided support.
Provide regular feedback to the Outbound Sales Operations Manager regarding the needs of the Palawan and Manila sites regarding IT resources/engagement activities/office environment.
Develop and if required implement business continuity measures to ensure ongoing service delivery.
Oversee procurement efficiency to ensure all needed supplies are set up within the timeline for onboarding of employees. (Headsets/workstations etc.)
Identify and address problems and opportunities for the company.
Make sure all operations are carried out in an appropriate, cost-effective way.
Collecting and analysing Contact Centre data to understand current department performance and work on new ways to take the
Customer Care department to the next level.
Support the Sales Operations Manager with deep diving into areas of improvement; support in the creation of reports for business reviews.
Support the Sales Operations Manager in improving operational management systems, processes, and best practices.
Responsible for meeting business targets agreed.
HelloConnect Inc.

Puerto Princesa City, Palawan
Permanent
Full-time