sr manager customer experience OperationsAlorica

Requisition ID: 180772
Job Category: Operations
Location: Philippines-Davao-Davao City-Davao, PHP
Posted Date: 2/18/2022 10:00:05 AM
Job Description
Responsible for managing a team of production and staff employees in providing quality services to meet performance and quality needs of clients while supporting the goals of the organization and remaining consistent with corporate policies, procedures and philosophies; ensure optimum productivity and service level goals are maintained at all times; maintain an excellent working relationship with clients continuously striving to improve the level of overall service provided.
Major Job Accountabilities
Leadership - Proactively manage the activities of assigned operations staff and production employees by ensuring the following functions are efficiently performed in a quality-oriented environment reflecting the Alorica values
Operations Function - Responsible for managing a team of production and staff employees in providing quality services to meet performance and quality needs of clients while supporting the goals of the organization and remaining consistent with corporate policies.
Ensure optimum productivity and service level goals are maintained at all times
Take measures to improve performance providing input to training
Monitor production employee attrition ensuring supervisors follow preventative attrition practices
Manage the performance assessment of assigned production employees
Ensure team members are educated on necessary skills needed to execute quality conference calls
Identify areas where additional training is needed
Manage focus groups, analyzing feedback and provide management with recommendations to improve processes
Client Satisfaction - Maintain an excellent working relationship with clients continuously striving to improve the level of overall service.
Ensure employees understand the unique needs of clients and how to exceed clients' expectations
Identify issues through evaluation or client feedback and make recommendations on how to eliminate future occurrences
Work in conjunction with other departments on client issues to give clients seamless service
Ensuring production area is in optimum condition
Problem Resolution - Manage activities related to problem resolution.
Create, administer and update procedures for problem resolution
Respond to customer concerns/issues with sense of urgency
Thoroughly document customer concerns/issues
Escalate concern/issues to supervisor when outside area of responsibility
Provide feedback to management/departments concerning recurring concerns/issues
Status Meeting - Conduct status meetings with each direct report.
Discuss activities, projects, and planning issues
Evaluate current level of effectiveness, initiative, and responsiveness
Provide continuous coaching and training
Employee Development - Coach, develop and mentor subordinates.
Conduct status meetings
Train and mentor employees
Conduct formal appraisals and performance reviews
Comply with Equal Employment Opportunity/Affirmative Action (EEO/AA) guidelines
Understand and support AAP policies and goals
Review job descriptions and recommend updates as need
Team Interfaces/Customer Service - Establish and maintain a professional relationship with internal/external customers, team members and department contacts.
Cooperate with team members to meet goals or complete tasks
Provide customer service that exceeds customer expectations
Treat all internal/external customers, team members and department contacts with dignity/respect
Escalate work flow and communication issues to supervisor
KNOWLEDGE, SKILLS, AND ABILITIES
Incumbents will be expected to master the following knowledge, skills, and abilities to successfully perform this job.
Knowledge
Current trends and operations in the conferencing industry
Organizational management practices as applied to the analysis and evaluation of operational needs
Principles of supervision, training, and performance evaluation
Customer service principles and practices
Report preparation methods
Departmental operating policies and procedures
Skills and Abilities
Provide leadership to and coordinate the activities of assigned staff
Recommend improvements in operations, procedures, policies, and methods
Effectively supervise, train, and evaluate staff
Excellent verbal and written communication skills
Manage multiple, concurrent tasks
Analyze problems, identify alternative solutions, and implement recommendations in support of goals
Deal tactfully and courteously with clients or customers
Establish and maintain cooperative working relationships
Ability to develop and maintain strong relationships and teamwork with co-workers
Project Management - Provide leadership and direction on all assigned projects.
Establish standards and strategy for each project
Identify task force members and assign specific tasks and responsibilities
Continuously monitor tasks and project assignments; identify and resolve problems
Develop final report with findings and recommendations for management
Minimum Education and Experience:
Bachelor's Degree in Business or other related major or equivalent relevant work experience required.
4 years related operations experience required, inclusive of at least 3 years supervisory experience. 6 years related operations experience preferred.
Prior management experience in a call center environment and/or proven experience within a senior leadership role with broad scope of responsibility, including P&L management required.
Previous client-facing and/or account management experience required.
Alorica

Davao City
Permanent
Full-time