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Senior Operations Manager- Cagayan de Oro Site (90k-120k)
Job Purpose
To oversee the efficient and effective contact center operations by ensuring that designated program and other call center campaigns meet the Service Level Agreement (SLA) with the client in order to achieve the Company’s operational & revenue targets.
Job Responsibilities
A. Functional/Technical
KRA: Effective Management of CCO
1. Manage the day-to-day operational activities of his assigned program in coordination with the client representative and/or other functional units of the organization as it relates to manpower resources, systems & procedures & quality improvement efforts.
2. Provide directions to the Operations Manager to ensure operational efficiency, responsiveness to customer requirements and achievement of program/division/organizational goals.
3. Ensure compliance to Standard Operating Procedures to optimize manpower and system capacity.
4. Initiate continual improvement in Contact Center Operations in order to exceed customer expectations.
KRA: Met Target Revenues
1. Plan and promulgate measures, in coordination with top management, that will ensure attainment of revenue targets by forecasting, planning and determining the necessary resources such as manpower, facilities and operational requirements; reviewing the budget for his assigned programs to determine and implement the most efficient and economical use of resources.
B. Managerial Planning and Policy Making
1. Participate in strategic and operations planning sessions of company's senior management team and executive committee (EXECOM) to provide inputs regarding call center operations and helps set long term strategies and goals as well as tactical initiatives.
2. Prepare the budget for his assigned program/s and sets up control points for the efficient & effective use of resources.
3. Recommend policies, procedures and systems relevant to the goals of the organization and client requirements.
Organizing and staffing
1. Maintain a high performing operations group by constantly reviewing and redesigning systems and structures to ensure efficiency and effectiveness of the program & the entire division.
2. Decide on suitable candidates and implements a succession planning system to ensure ready and capable employees for vacant positions in CCO.
3. Ensure proper staffing levels relative to call volume forecast & capacity plan in coordination with the concerned functional units for staff acquisition, training and deployment.
Leading
1. Oversee the contact center operations as Senior Manager-on-Duty on his assigned shift; coordinates with the client representative/s and other departments on issues that affect operations; formulating and implementing contingency measures and initiating internal as well as external escalation procedures whenever deemed necessary.
2. Conduct management meetings and take action on suggestions to promote team harmony and maintain member motivation and operational efficiency.
3. Coach managers and staff and/or recommend them to training to prepare them for current and future job challenges.
4. Build a motivating and rewarding psychological work environment by providing various forms of rewards and recognition to team members and coordinating with HR and OD career management and development programs and structures to ensure continuous growth of individuals.
5. Maintain high team morale, low employee turnover.
Monitoring and Performance Management
1. Maintain an efficient performance management system by setting performance objectives with Operations Managers; monitoring performance; conduct performance reviews; and take action to correct performance problems or sustain good performance.
2. Impose disciplinary measures in accordance with the Company Code of Discipline and performance enhancement programs.
Continual Improvement
1. Keep abreast with industry developments, best practices and technology updates and conducts periodic SWOT analysis to proactively identify potential areas of concern and recommend appropriate courses of action.
2. Institute a culture of Superior Customer Service.
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Responsibilities
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Candidate must possess at least a Bachelor's/College Degree or Post Graduate Diploma / Master's Degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology or equivalent. or Other I.T/Engineering courses supplemented by an MBA or other related degree in a reputable school
5 years of progressively responsible experience in a technical support environment and other related fields
At least 2 year(s) of working experience in the related field is required for this position.
Managers specializing in Corporate Strategy/Top Management or equivalent. Job role in Others or equivalent.
Work schedule is shifting, including graveyard shift/night shift, and work during holidays, weekends or overtime maybe required. |
Requirements
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Requirements:
Candidate must possess at least a Bachelor's/College Degree or Post Graduate Diploma / Master's Degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology or equivalent. or Other I.T/Engineering courses supplemented by an MBA or other related degree in a reputable school
5 years of progressively responsible experience in a technical support environment and other related fields
At least 2 year(s) of working experience in the related field is required for this position.
Managers specializing in Corporate Strategy/Top Management or equivalent. Job role in Others or equivalent.
Work schedule is shifting, including graveyard shift/night shift, and work during holidays, weekends or overtime maybe required. |
Qualifications
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Candidate must possess at least a Bachelor's/College Degree or Post Graduate Diploma / Master's Degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology or equivalent. or Other I.T/Engineering courses supplemented by an MBA or other related degree in a reputable school
5 years of progressively responsible experience in a technical support environment and other related fields
At least 2 year(s) of working experience in the related field is required for this position.
Managers specializing in Corporate Strategy/Top Management or equivalent. Job role in Others or equivalent.
Work schedule is shifting, including graveyard shift/night shift, and work during holidays, weekends or overtime maybe required. |
Additional Job Information
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