Operations Manager (j001082)outsourced

Company Description
Outsourced.ph is a leading Philippines outsourcing company providing dedicated remote staff and offshore staffing services. We specialise in providing staff of the highest quality who will continue to exceed your expectations and provide benchmark offshore solutions to your business. With Outsourced you can scale your organisation quickly, easily and cost effectively with dedicated remote staff based in our modern offices in Manila.
Job Description
Including but not limited to the following resources:
- Workforce management
- Team supervisors
- Call-center QA
- Remote teams
Setting up metrics and dashboard according to business needs given by CEO using company technologies and software
Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.
Attain company objectives and goals based on metrics setup by CEO
Monitor call center performance reports by collecting, analyzing, and summarizing data and trends and acts accordingly to optimize those performances based on company objectives
Analyze budget, cost, return on investment and give recommendations to optimize them based on company objectives define by CEO
Ensure call-center compliance including but not limited to the following list: ○ TCPA ○ Product requirements and regulations ○ HR protocols ○ PCI compliance
Set up emergency plans and backup strategies to ensure full connectivity and optimal operations with minimum abandon rate.
Setup and execute training, decks and product updates with remote and local resources
Communicate with marketing manager on a daily basis to ensure coordination in terms of spending and return on investment
Communicate with product manager on a daily basis to ensure full knowledge of product status, where the product is heading, share feedback from customers to improve the Job Description-Call-center product and feedback from agents to improve the admin interface to ensure maximum efficiency
Communicate bugs reported by customers through JIRA
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;
Develop and maintain IVR with ongoing attention and optimization
Develop and maintain sales and customer service scripts in accordance to company objectives, regulations and product requirements
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.
Recommend and maintain call-center equipment in accordance to budget and company needs to ensure maximum efficiency
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.
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; compliance
Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
Qualifications
Minimum of 3 years of Call Center Management experience.
Number cruncher and data driven mandatory
Advanced in Excel.
Travel required as needed.
Strong training experience.
Excellent communication skills.
Knowledge in Five9 and InContact experienced preferred.
Hands on mentality
Start-up mentality ready to pivot for best results as needed.
Strives to always be better than the day before and gives 100% to everything done
Takes ownership in the success of the company and quality of work.
Outstanding team player.
Additional Information
By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.
SmartRecruiters

Quezon City, Metro Manila
Permanent
Full-time