Senior Manager - Operations, Cebu City in Cebu City, Central Visayas
Job Summary
Responsible for leading operations activities for the assigned account and developing the account and its members with the assistance of subordinate managers/supervisors within the account; filling-in the position of Director in the absence of one.
Accountabilities
Account and Customer Management
Develop complete understanding of client’s business model, policies and procedures relative to Teleperformance’s business administration
Work with Workforce Management in developing staffing plan and schedule
Work with HR in completing the team management staffing requirements (number, client specific qualifications, etc.)
Work with client, Director and Account Manager in resolving issues and improving service processes
Serve as senior operations client contact, especially on matters pertaining to team performanceDevelop plans and initiatives to optimize revenue and profitability within the account, including the recommendation of cost control strategies, for approval by the Director
Interact with management on assigned accountabilities and areas of responsibilities
Performance ManagementManage the day-to-day performance of the operations team
Develop and implement service strategies initiative
Evaluate the validity of forecast against actual volume and analyze hourly volume distribution
Ensure that targets of the team are attained or exceeded
Work with Operations Management in determining factors behind incidences of service failure
Analyze and report customer and client process issues
Ensure that Operations Management efficiently implements QA processes (proper scheduling and timely mobilization of resources, effective and timely delivery of feedback, analysis of QA issues)
Work with the Workforce Management team to ensure proper coverage for all micro teams
Work with the Quality Assurance team in the development and management of the QA plan
Coordinate between CST Training and Quality Assurance teams to ensure alignment with client’s expectations
Work with the Training team to conduct Training Needs Analysis, determining performance gaps and ensuring timely dissemination of client updates and the identification of needed steps to close these same performance gaps
Develop and implement action plans to avoid future occurrences of failure
Evaluate internal service processes and systems toward developing proactive strategies for continuous improvement in service delivery
Team Management and Development
Recommend additional staffing based on shrinkage forecast
Coach and manage TeamMangers and Team Supervisors
Review performance and quality standards of the team on an ongoing basis
Provide leadership, guidance and support to ensure the creation of a positive and productive work atmosphere and team spirit
Guide team management in addressing the team’s needs and concerns, performance and motivation issues and conflicts
Identify on-going training needs and integrate training & performance expectations
Discipline direct reports as needed
Ensuring staffing of qualified direct reports for the account
Set broad objectives for the team and ensure its achievement through regular development discussions
Build strong morale in the team and facilitate their acceptance of organizational changes
Enforce company rules and regulations among direct reports
Management Support
Serves as client contact for billing and financial issues in the absence of the Director
Provide update and feedback to Director on account operations and performance
In the absence of a Director, assume Director responsibilities
Perform other duties as assigned
Authority/ies:
Advisory authority on operational decisions within the account, in line with the client contract and Teleperformance policies
Develop plans to optimize revenue and profitability within the account
Recommend cost control strategies
Recommendatory authority on improvements to policies and procedures within the account
Minimum Requirements:
Education and Experience
College graduate; Bachelor’s degree in any business management course PREFERRED
At least 3 years of work experience in a contact center environment, with at least 2 years in a managerial capacity
International work experience PREFERRED
Specialization in Training, Six Sigma a plus
Competencies:
Professional/Technical
Knowledge of various ACD & call routing systems
Knowledge
Strong understanding of customer satisfaction metrics and drivers
Working experience in managing multiple channels (i.e., voice, email, chat, etc.)
Computer and technology proficiency, especially MS Office Applications (i.e., MS Office, MS Excel, MS Power Point, etc.)
Excellent knowledge of business objectives and strategies
Working knowledge and understanding of financial reports and legal documents
Behavioral
Integrity
Customer focus
Innovation
Strong leadership and people management skills
Excellent people and time management skills
Organizational/business sense
Strong analytical skills and a quality orientationStrong analytical and decision-making skills
Excellent planning and organizing skills
Excellent communication skills (verbal and written)
Effective interpersonal and presentation skills
Adaptability to a fast-changing environment
Self-motivated and result-oriented
Good negotiation skills
Motivational Fit
Willing and able to work extended hours, on GY shift and weekends or holidays as necessary
Willing and able to travel
Willing and able to adapt to change and work at a fast pace
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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