Manager - Operations, Cebu City in Cebu City, Central Visayas
Accountabilities
Team Management
Recommend additional staffing based on shrinkage forecast
Supervise, coach and manage team supervisors and SMEs
Manage the day-to-day performance of the operations team
Conduct performance appraisals for Team Supervisors
Manage delivery of service on the floor and make real-time performance (queues, response times, abandoned sessions, handling time, etc.). Ensure Team Supervisor targets are met.
Provide direct leadership, guidance, and support to ensure the creation of a positive (productive) work atmosphere and team spirit. Address agent needs and concerns, performance and motivation issues and conflicts
Client Management
Manage identification, documentation and analysis of customer and client service process issues.
Provide Operations Manager or Directors with inputs on customer and client process issues.
Serve as client contact for daily operations issues and updates as well as for billing and financial issues in the absence of the Operations Manager and Director
Serve as next escalation level for client-specific issues on the floor (after the Subject Matter Expert and/or Team Supervisor).
Coordination with Operations Support
Work with CST Training on timely dissemination of client updates and the identification of needed steps to close performance gaps (based on Training Needs Analysis)
Work with Workforce Management on the staffing plan to ensure adherence to schedule and proper coverage of all micro teams
Regularly review and evaluate if the schedule works on the floor
Work with QA to ensure CSAT is aligned with client’s expectations
Manage documentation and escalation of real-time internal and external (IT) issues. Coordinatewith helpdesk and IT for resolution and updates. Alert Operations Manager or Director
Work with the QA Supervisor or QA Analyst to ensure effective implementation of the QA process. Guide Team Supervisors in the delivery of feedback. Identify QA issues and work with
Operations Manager or Director and Team Supervisors to develop action plan. Manage implementation of action plan
Implementation of New Account/s
Develop complete understanding of client’s business model, policies and procedures as they relate to Teleperformance’s support of the client’s customers
Work with Workforce Management team to develop training schedules for existing agents, ensuring adequate coverage for existing service support
Participate in pre-training review of site with Training and IT
Management Support
Interaction with management on accountabilities
Support the Director
Design and develop initiatives designed to improve operations together with the Director
Perform other duties as assigned
Standards for Measuring Success
Productivity/Core Metrics
Quality
Attrition
Tools & Resources required
Standard Office
Computer Equipment
Minimum Requirements:
Environmental Attributes
Willing and able to do floor walking, mentoring and coaching of agents and Team Supervisors
Willing and able to work on a fixed graveyard shift
Willing and able to travel as required
Required to be on call 24x7
Apply as walk-in at Teleperformance Recruitment Hub for faster application process. Just bring your resume and valid ID.
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