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Operations Manager

5+ Years

With business certificates

Established in 2014
51-200 Employees

10/F, i1 Bldg., Apas, Cebu City, Cebu

Posted On: May 04, 2021

Job ID: 378278

Details


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
  • Career development
  • Life insurance program
  • Vacation and family leave programs
  • Annual salary increase based on performance
  • Quarterly team outing
  • Free flowing coffee and hot chocolate
  • Family atmosphere
  • Cozy sleeping lounge and canteen plus entertainment area
  • Great offices in IT park with outdoor private terrace overlooking Cebu City
Job Summary:
 
This position is a key member of the management team supporting the call center and works closely with senior management 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 the account.
 
Responsibilities:
  • 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
Requirements:
  • 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


Interested candidates may send an updated copy of their resume to jobs@ebcallcenter.com.
 
We are only accepting online applications for now. Shortlisted candidates will receive a phone call between 10AM-7PM (Mondays-Fridays) for an interview within 1-7 working days.

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