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With Business Certificates
Established in 2014
10/F, i1 Bldg., Apas, Cebu City, Cebu
Posted On: July 30, 2021
Job ID: 378278
SVC PH, Inc. is an affiliate of Executive Boutique Call Center and is currently looking for an Operations Manager.
Executive Boutique is an American and Australian owned company providing BPO services from its offices in Cebu IT Park. We recently celebrated our 12th 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 and think its a great place to work!. The owners and managers at EB 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 at Executive Boutique today and join the growing EB family. You wont regret it!
Checkout our Facebook page http://www.facebook.com/EBCallCenter
Enjoy the following benefits:
Medical / Dental coverage (HMO)
Cash incentives of (Php5,000) for successfully referring your friends and relatives to join EB/SVC
Life insurance program
Vacation and family leave programs
Annual salary increase based on performance
Quarterly team outing
Free flowing coffee and hot chocolate
Cozy sleeping lounge and canteen plus entertainment area
Great offices in IT park with outdoor private terrace overlooking Cebu City
This position is a key member of the management team supporting the call center's US operations and works closely with company executives and clients. We are looking for a dynamic leader with solid experience in managing various types of US campaigns including inbound customer support and outbound lead generation or sales. The ideal candidate would have been the direct point of contact with US clients and overseen the management of the Agents, Team Leads, and Managers working on various accounts and lines of businesses.
Manage and improve day to-day call center operations by monitoring performance, identifying and resolving problems, preparing and completing actions plans, completing system audits and analyses, and managing system and process improvement and quality assurance programs
Establish, develop, and maintain a continuous working relationship with the clients
Develop and present proposals for business development
Carry out complex client engagements that help identify, design and implement business solutions
Ensure that client-specified goals and KPIs are met on a regular basis
Monitor, track and evaluate Operations performance based on pre-determined Key Performance Indicators (KPIs) and provide personal ongoing support and feedback to Managers to ensure all client deliverables are met.
In-charge with the administration of Contact Center Technology CRM, Dialer, Ticketing system etc.
Coordinate with Campaign Managers to ensure that underperforming team members meet expectations through the creation and implementation of the Performance Improvement Plan.
Analyze and identify opportunities to improve overall campaign performance by analyzing trends for opportunities to KPIs Service Level scores.
Ensure agent training programs are successfully implemented and achieve client and internal performance standards
Assist Human Resources /Recruitment department in the recruitment process by interviewing potential hires and outlining clear job expectations.
Highly involved during the onboarding of new campaigns.
Effectively utilize tools to monitor and improve campaign performance by analyzing data and trends
Establish work procedures and processes that support the company and departmental standards, procedures and strategic directives
Monitor Performance Incentive Programs
Effectively coach and manage Campaign Managers and Team Leaders
Identify and implement necessary changes in scripting, process, personnel, training, and monitoring.
Conduct weekly and monthly assessment and evaluation
Exceptional English verbal and written communication skills
At least 5 years experience as an Operations Manager in the BPO industry; or equivalent
Bachelors degree preferably in Business, Engineering, or any related field.
Effective client management
Attention to detail and ability to multitask
Excellent decision making skills
Self-motivated and able to motivate others by providing constructive feedback
Ability to work well under pressure and with minimal supervision
Proficient with Microsoft Office with strong emphasis on Excel
Filipino citizens or hold relevant residence status
Work Schedule: Night Shift
How to Apply