Operations ManagerSelect VoiceCom

SVC PH, Inc., an affiliate of Executive Boutique Call Center, is currently looking for Operations Manager to start ASAP!
Executive Boutique/Select VoiceCom is an American and Australian owned company providing BPO services from its offices in Cebu IT Park. We recently celebrated our 16th Anniversary. While our main goal is to provide first class service to all of our clients, this is directly linked to our goal of providing a great work environment that our employees can be proud of. We want all of our employees to proudly say I work at Executive Boutique/Select VoiceCom and think its a great place to work!.
The owners and managers at EB/SVC care about their employees and listen to their feedback. All of our company decisions take into account how they will affect our employees and what we can do to make it beneficial for our employees. If you are considering a move from your current job or want to build a new career with an opportunity to learn and grow, then we urge you to apply with us today and join the growing EB/SVC family. You wont regret it!
Checkout our Facebook page: https://www.facebook.com/selectvoicecomph
 
Enjoy the following benefits:
Medical/Dental coverage (HMO) after 1 month* + FREE HMO coverage for 1 dependent after 6 months
Life insurance program
Free weekly in-house massage
Cash incentives of (Php5,000) for successfully referring your friends and relatives to join EB/SVC
Career development
Service incentive leave program
Annual salary increase based on performance
Fun and family-like working environment
Quarterly team outing
Free flowing coffee and hot chocolate
Cozy sleeping lounge and canteen plus entertainment area
Excellent office location in Cebu IT Park
*Terms and conditions apply.
 
The Operations Manager plays a critical role in ensuring the efficiency and effectiveness of Contact Center Operations. This position involves a range of responsibilities from performance monitoring to technology management and team development.
 
Key Responsibilities:
Performance Management: Continuously monitor, track, and evaluate the performance of operations using predefined Key Performance Indicators (KPIs). Provide ongoing, personalized support and feedback to managers to ensure all client deliverables are met.
Technology Administration: Oversee the administration of Contact Center Technologies including CRM systems, dialers, and ticketing systems to ensure optimal functionality and integration.
Team Development and Support: Work closely with supervisors to enhance team performance. Develop and implement Performance Improvement Plans for underperforming team members to meet and exceed operational expectations.
Campaign Analysis: Analyze campaign performance by studying trends and identifying opportunities for improvement related to KPIs and Service Level scores.
Training and Development: Ensure the successful implementation of agent training programs that meet both client and internal performance standards.
Recruitment and Onboarding: Assist the Human Resources department in the recruitment process by participating in interviews, setting clear job expectations, and being actively involved in the onboarding of new campaigns.
Direct Report: This position reports directly to the Chief Operating Officer (COO) and works closely with the Director of Client Support, Campaign Solutions Manager, and Senior Operations Manager to ensure seamless operations and client satisfaction.
Qualifications:
Experience: Minimum of three years of experience in an Operations Manager role, demonstrating a successful track record in managing team performance and achieving operational goals.
Education: Bachelor's degree in Business Administration, Management, or a related field.
Certifications: Professional certifications in Management or Operations are highly desirable, reflecting advanced knowledge and commitment to the field.
Strong understanding of Contact Center Technologies (CRM, Dialer, Ticketing systems).
Excellent analytical skills to assess performance data and implement effective solutions.
Strong leadership qualities with the ability to manage and motivate teams.
Effective communication and interpersonal skills