Operations Manager, Cebu City in Cebu City, Central Visayas
Alorica’s rapid growth in the Philippines has created great opportunities for our employees, clients, and the many communities that we call home.
What awaits you:- HMO coverage on your FIRST DAY (extended to 2 dependents)
- Competitive compensation package (above the average industry
compensation standard)
- Vacation leave and sick leave conversion
- Program Allowances and incentives
- Night differential and odd hours pay
- Group Life Insurance
- Career growth through promotion and continuous training
- Friendly, safe and clean working environment
- Exceptional amenities and fun employee engagement programs
OPERATION MANAGER
GENERAL JOB SUMMARY:
- Oversee a multi-level workforce and leads its overall operations while maintaining client relationships and meeting, if not exceeding client expectations
- Manage internal policies and procedures, operations structure, and information flow within the center
- Ensure strategic planning and cost effective operations with success and profitability in mind
ESSENTIAL DUTIES and RESPONSIBILITIES include the following:
- Direct and constantly improve operations to ensure customer satisfaction, improved call efficiency, low abandonment rate, increased revenue through upselling and/or promotional programs
- Meet, if not exceed all service levels through effective planning and forecasting
- Coach, mentor, and motivate employees in general; train subordinates to be efficient and effective leaders by being accountable for their progress
- Synergize with other departments namely, Human Resources (HR), Training and Quality Assurance (TQA), Finance and Administration, and Information Technology (IT) to ensure success
- Analyze operational practices and implement changes to enhance service operations and profitability for effectiveness and efficiency
- Conduct regular staff meetings to discuss the account’s status and progress keeping the management team abreast with the latest developments
- Collaborate with the TQA Department to establish excellence in product knowledge and maintain if not achieve exceptional customer service
- Work with the HR Department to recruit quality agents, retain employee talent, and maintain smooth interpersonal relationships
- Create a culture of compliance, work ethics, and integrity within the program by being a role model to all employees
- Perform other duties and responsibilities that maybe assigned from time to time
GENERAL EDUCATION:
- Bachelor’s degree in a related field, preferably business management
- Masters degree (or some units) preferred
- Applicants must be willing to work in Lahug
- Full-Time position(s) available.
TYPE OF EXPERIENCE NEEDED:
- Three (3) to Five (5) years of experience in business/project management, preferably in a contact center environment
Be processed even on Saturdays!
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