Operations Manager | iloilo siteTranscom Worldwide

The Business Manager is directly responsible for profit and growth of his/her business area through employee performance management, service delivery and client interaction.
Reporting directly to the Contact Center Manager the Business Manager achieves his/her targets with the assistance of all Transcom support functions.
The primary objective is to achieve the set revenue target and Gross Profit Margin for his/her business unit with high employee and client satisfaction.
Essential Duties & Responsibilities:
Profit and Growth
Ø Deliver accurate data to produce the forecast
Ø Develop realistic budgets
Ø Ensure consistent financial follow-up
People
Ø Define needs for Team Leader recruitment in conjunction with HR.
Ø Be in charge of Team Leader development and support, and define Team Leader training needs.
Ø Set and follow up on quality and quantity targets for the allocated Clients/projects.
Ø Promote teamwork.
Ø Ensure that employee satisfaction is high and attrition is low within the allocate production unit.
Ø Develop and maintain effective performance management.
Ø Lead by example.
Business
Ø Have a deep understanding of the price structure and the profitability goals of TWW.
Ø Ensure that price structures are communicated and understood by every member of his/her business unit.
Ø Proactively respond to variances in targets and service levels.
Ø Prepare and/or support preparation for commercial negotiations.
Ø Ensure that profitability is calculated accurately prior to agreement and all costs (including capital investments) are accounted for.
Ø Plan and implement expansions to current business.
Ø Plan for and implement new businesses.
Ø Drive negotiations toward agreement ensuring TWW risks and profit objectives are covered at all times.
Ø Ensure that revenue streams cover committed costs wherever possible.
Ø Ensure regular and proactive contact and interaction with clients
Ø Ensure clients satisfaction through continuous business improvements.
Ø Seek to increase client revenue and develop a partnership.
Ø Strategic alliance with client's marketing strategy, knowledge ability of clients' culture, legislation regulations, and market trends.
Process & Integrity
Ø Continuously review procedures and implement improvements.
Ø Implement TWW standard practices.
Ø Ensure that demand forecasting is as accurate as possible and that resources deployed is match demand effectively.
Ø Promote synergistic teamwork with the Business Support Team ensuring that all data is accurate and completed on time.
Ø CIMWeb Statistics - Weekly action items must be identified and route cause analysis must be done to ensure success on all campaigns
Communication
Ø Attend internal meetings with other staff of the contact center.
Ø Directly responsible for all communication with and support of Team Leaders.
Ø Pursue communication with Clients that have been allocated to the Business Manager's responsibility.
Additional Specific Duties & Responsibilities:
Proactively promote the TransVision objectives.
Ensure that TWW standard procedures are implemented and complied with at all times within his/her business area.
Create an open and energetic culture within his/her business unit.
Ensure that objectives are set for every member of his/her business area and production unit in line with TransVision and business objectives.
Ensure a high level of morale and a sense of loyalty to TWW in each individual.
Provide feedback to Corporate Governance on ideas for improving standards and processes.
Educational Background:
Ø University degree or equivalent higher qualification
Work Experience:
Ø Have a proven and successful track record of effective leadership with Commercial and/or Operational responsibility in the CRM or a closely related industry
Ø Have Client Relations and/or Sales contact experience
Ø Have experience with P&L management and associated financial practices
Skills Requirements:
Ø Have a good understanding of CRM best practice and markets
Ø Manage your time effectively and be focused on setting clear objectives and priorities.
Ø Have worked in a performance driven environment before.
Competencies
Organizational Awareness
People Leadership
Customer- Centric
Goal- Orientation
Quality Orientation
Analytical Thinking & Problem Solving
Integrity
Expertise Skills
Adaptability
Communication
Generating Vision
Mid-Senior Level / Manager Customer Service Business Process Outsourcing 1 opening Bachelor's degree graduate
Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers and work-at-home agents.We know that your customers are the lifeblood of your business, which is why delivering outstanding customer experiences is the lifeblood of ours. Transcom's business is to help make sure that your customers form positive perceptions of their interactions with you. We do this not only by providing excellent customer service, but also by putting what we learn to work for you.Customer experience is the culmination of many great customer interactions over time. By analyzing these interactions, across a variety of channels and customer touch points, we generate insights that help you adapt your offerings and improve how your customers think and feel about your brand. And their decision to stay with you, buy more from you, and tell others about you, is what keeps your business growing.We are 29,000 customer experience specialists at 57 contact centers across 24 countries, delivering services in 33 languages to over 400 international brands in various industry verticals. We are where your customers are. Whether onshore, offshore or near shore, we are uniquely focused on delivering outstanding customer experiences, driving satisfaction, brand loyalty and additional sales while also adding insights and value to our clients' business operations.
Kalibrr

Bacolod City, Negros Occidental
Permanent
Full-time