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Integrated Call Center Solutions (Philippines), Inc.

Operations Manager (Cebu)

Integrated Call Center Solutions (Philippines), Inc.

Established in 2019 | 501-1000 employees
Cebu City, Cebu
Total vacancies for this job title : 1
Posted on : June 22, 2020
Job ID : 361643

Details

Continuum Global Solutions customer care services and call centers have been embraced by top companies worldwide. Our Fortune-500 clients rely on our vast expertise in customer care management.
 
Continuum customer care and call center solutions leverage world class voice, chat, email, and social technologies. We have over 15,000 employees in major international markets and serve tier 1 clients across multiple industry verticals.
 
OPERATIONS MANAGER
 
QUALIFICATIONS
  • Candidate must possess at least Bachelor's/College Degree, Post Graduate Diploma/Master's Degree in any field.
  • At least 3 Year(s) of working experience in the related field is required for this position.
  • Preferably Assistant Manager/Manager specialized in Customer Service or equivalent.
ESSENTIAL DUTIES AND RESPONSIBILITIES
 
Account Management
  • Client Contract and Communication
  • Assists the Senior Account Manager | Manager II / Operations Director as a strategic driver for the client
  • Assists the Senior Account Manager | Manager II / Operations Director in developing and maintaining partnerships with clients to increase business and client satisfaction
  • Develop and maintain client rapport and complete satisfaction with contract and customer services.
  • Functions as link between company and client
  • Assists the Senior Account Manager | Manager II / Operations Director in maintaining updated client contracts by documenting changes in scope and conduction period reviews
  • Assists the Senior Account Manager | Manager II / Operations Director in dealing with pricing and contract negotiations and other cost issues that pertain to the operations in general.
  • Directly accountable for and routinely reviews account’s performance against contract metrics and client expectation. Assures that contract documentation and information is up to date and files are maintained.
  • Provides client with complete, accurate, timely, and professional performance reporting as required. Assures that contract requirements including service levels, talk times, handle times, response time, escalations, quality sat scores, etc. are routinely conveyed and understood by team members.     
  • Assists and/or provides the lead role in client communications in matters of support center performance reporting, billing, systems, staffing, product development, and complaints.  Communications, including telephone, e-mail, letter, fax, personal, group meetings, presentations, and site visits are expected to be thorough, professional, and polished at all times.  Is accountable for the information conveyed to clients and responsible for distribution to internal management, Sales and staff of key information received.
Account Operations
  • Implements business operation and service solutions utilizing the continuous improvement process
  • Liaises with the implementation team where appropriate.  Ensures effective implementation of all programs under the end-to-end requirement of the client.
  • Liaises with the support services team where appropriate.  Ensures delivery of account requirement for better job satisfaction and support.  
  • Deals effectively with client complaints and issues by escalating to the appropriate person and by taking the appropriate action when necessary.
  • Oversees the conduct of the whole operations in order to ensure that all divisions are synergized and aligned.
  • Manages and designs quality and productivity programs for the division, together with the Senior Account Manager | Manager II in order to build awareness among its team members under the light of continuous improvement.
  • Accounts for a systematic, standardized, and updated process across all division.
  • Supervises and motivates the team to ensure an acceptable level of productivity. 
  • Attends seminars and conferences and does waterfall training to Account Supervisors and or Team Leads.
  • Assists the Senior Account Manager | Manager II / Operations Director in developing and planning for improvement programs for all staff levels.
  • Manage defined support services including planning, development, implementation, and maintenance for one or more accounts.
  • Ensures effective communication of old and new company policies to the entire team.  
  • Develop, grow, and maintain employee experience, capability, morale, and job satisfaction.
  • Takes lead and or assists the Senior Account Manager | Manager II / Operations Director in defining measurement systems to monitor and report performance metrics and client satisfaction to the client, the company, and our employees.
  • Pursues opportunities for account, site, and/or corporate business growth.
  • Takes Lead and or assists in providing accurate, timely, and professional written, statistical and verbal reports to management for historical, current status, and forecasting purposes (including, but not limited to, budgets, pricing, revenue, staffing, training, seating, etc.). Proactively ascertains potential future business growth/decline and pertinent resource needs through analysis of statistical/historical trends, client communication, and industry awareness.
  • Contributes to other projects/new program implementation if requested.
  • Including ad hoc center-wide troubleshooting and other directives either from OD, RD or VP of operations.
Budget and Financial Management
  • Implements new systems or process within the team to ensure invoice accuracy.
  • Ensures invoices are released timely and clients settle their charges in the same fashion.
  • Meet or exceed account objectives for revenue and gross profit.
  • Makes sure that locked forecast is within +/- 5% of actual revenue
  • Measures and tracks financial performance against forecast and budget.
  • Administers the account’s budget to monitor cost and analyze variances.
  • Assists the Senior Account Manager | Manager II / Operations Director in planning for the account’s budget.
  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Communication Skills
  • Provides effective communication and feedback to staff.
  • Prepares and presents both written and verbal communication to clients and colleagues alike.
  • Is able to communicate effectively regarding Continuum and projects, at short notice and under pressure.
Staff Management & Development
  • Mentors and develops direct reports
  • Assists in the identification of staff training requirements
  • Properly sets client expectations and proactively manages project scope
  • Develops rapport and trust
  • Acts decisively to solve people problems
  • Delegates to staff and holds them accountable
Client Focus
  • Develops client relationships
  • Identifies and creates client interest in additional Continuum services
  • Demonstrates confidence in managing client resources
  • Capable of complex scenario analysis and planning of contingencies
  • Rapidly gets to the root cause of issues 
  • Designs appropriate analysis and works with team to implement analysis
  • Responsible for meeting client expectations
Planning and Organizing
  • Delivers reports on time as requested by the client
  • Reviews and evaluates the service levels achieved by the group and of project plans.
  • Ensures that the team is sufficiently staffed to provide quality service for the clients.
  • Plans the monitoring of staff performance
  • Working towards Goals and Objectives
  • Consistently meets budgets
  • Plays a lead role in the account team
  • Recovers quickly from set backs
  • Defines and manages achievement of client performance objectives
  • Driven by results and foster a client-centric work environment from across all team members
  • Effectively controls difficult client situations
  • Keeps all commitments made to Continuum and the client
  • Consistently demonstrates sound judgment
  • Maximize revenue and minimize costs for the account
  • Identify and promote new Continuum business
Interpersonal skills and Teamwork
  • Approachable and able to work well with others
  • Motivates and reinforces teamwork
  • Solicits input and involvement of others.
  • Develops rapport and trust with in the team.
Professional and Technical Excellence
  • Understands all aspects of the particular product/service supported.
  • Strives for continuous personal development and improvement.
  • Portrays a professional image to the client and to the team
 
For more information about our company, visit our website: www.continuumgbl.com


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