salary up to 60k i urgent hiring! Operations ManagerJapan Intertrade Callcenter Corporation

SALARY UP TO 60K I URGENT HIRING! OPERATIONS MANAGER
 
COMPENSATION AND BENEFIT STRUCTURE FOR OPERATIONS MANAGER POST:
Paid training
Career Development Opportunities
Competitive compensation and benefit package
Life & Health insurance
Monthly performance incentives
SUMMARY
The Operations Manager (OM) is a critical leadership role within JICC’s Customer Experience Centre. The position motivates, inspires, and engages its team of Team Leaders (TL) to ensure each team is able to deliver the required performance and outcomes as defined by JICC and our client.
The OM will be responsible for the Intraday performance management across the Sales & Customer Support teams; Team leadership, coaching, development, and engagement; Operational Excellence; and Customer Experience center results.
 
The OM also contributes strategically by collaborating with the Project Director and Client Managers to improve operational efficiency and expertise to exceed both JICC and Client objectives for the program.
Job Description:
Manage day-to-day operations activities with close coordination with client counterparts.
Ensures adequate manpower/human capital resources and system infrastructure aligned with client SOW and SLA.
Provide directions to Team Leaders to ensure operational efficiency, responsiveness to customer requirements, and achievement of account goals.
Ensures compliance with Standard Operating Procedures.
Initiate continuous improvement in Contact Center Operations to meet or exceed customer expectations.
Managerial Planning and Policy Making:
Participate in strategic and operations planning sessions of JICC’s senior management team and executive committee (EXECOM).
Provide inputs regarding call center operations and helps set long-term strategies and goals as well as tactical initiatives.
Recommend policies, procedures, and systems relevant to the goals of the organization and client requirements.
Organizing and staffing:
Maintain a high-performing operations group by constantly reviewing and redesigning systems and structures to ensure the efficiency and effectiveness of the account.
Decide on suitable candidates and implements a succession planning system to ensure ready and capable employees for vacant positions in the contact center operations.
Ensure proper staffing levels relative to call volume forecast & capacity plan in coordination with the concerned functional units for staff acquisition, training, and deployment.
Leading:
Oversee the contact center operations as Manager-on-Duty on the assigned shift; coordinates with the client managers on issues affecting operations; formulating and implementing contingency measures and initiating internal and external escalation procedures whenever deemed necessary.
Conduct management meetings and act on suggestions to promote team harmony and maintain member motivation and operational efficiency.
Coach team leaders and staff and/or recommend them to train to prepare them for current and future job challenges.
Build a motivating and rewarding psychological work environment by providing various forms of rewards and recognition. Coordinates with HR and OD to cart career development programs to ensure the continuous growth of employees.
Maintain high team morale, low employee turnover.
Monitoring and performance management:
Maintain an efficient performance management system by setting performance objectives with Operations Managers; monitoring performance; conduct performance reviews; and take action to correct performance problems or sustain good performance.
Impose disciplinary measures in accordance with the Company Code of Discipline and performance enhancement programs.
“Kaizen” approach:
Keep abreast with industry developments, best practices, and technology updates. Conducts periodic SWOT analysis to proactively identify potential areas of concern and recommend appropriate courses of action.
Institute a culture of Superior Customer Experience.
Security:
Ensure one’s team is updated, aware of, and compliant with all company policies and procedures which include Information Security Management Systems.
Ensure that all company information which includes customer information is kept confidential and secured.
Qualifications:
Bachelor’s degree from an accredited university or equivalent practical experience in sales account manager
Experience working in B2C environment
Ability to generate P/L reports
Client Relationship Management acumen
At least 2 years OM experience
Phone and Offline Support Experience
Technologically capable: Cloud-Based CRM software and Account management systems
Strong analytical, problem-solving, and general troubleshooting skills
Ability to communicate technical issues in non-technical terms
Independently identify, troubleshoot, document, categorize and replicate customer problems and then escalate complex problems according to defined escalation procedures
Has good time-management, interpersonal, planning, and organizing skills
Understanding of process compliance (such as PCI) and process capability
Check our Facebook Account: https://www.facebook.com/jicccebu

PHP 60,000 per month
Managerial / Supervisory