Operations Manager (customer care and tech)Afni

Description
Essential Functions and Responsibilities
Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews
Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations
Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades
Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
Prepares call center performance reports by collecting, analyzing, and summarizing data and trends
Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades
Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies
Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
Requirements
Minimum Qualifications:
Candidate must possess at least a Bachelor's/College Degree in any field
At least 2 year(s) of working experience in the same role is required for this position
WITH EXPERIENCE in CUSTOMER SERVICE and Technical Background
Strong Verbal Communication
Strong Customer Focus and Customer Service
Engages in Process Improvement
Strong Problem Solving Skills
Good People Management
Managing Process
Emphasizing Excellence
Applicants must be willing to work in Commonwealth, Quezon City
Can start ASAP
Shift
Full-time
Address
Commonwealth Ave. Diliman Commercial Complex, Quezon City, phl-
Afni

Quezon City, Metro Manila
Permanent
Full-time