A Shared service company handling remittances and foreign exchange transactions is in need of an Operations Manager for their start-up Call Center operations here in the Philippines.
CONTACT DETAILS:
Interested applicants may submit their resumes to karladawnfuentes@gmail.com or contact Karla at 0917.890.6211 / 8469876 for immediate interview schedule OVER THE PHONE (More details will be divulged during the conversation)
Responsibilities:
Managing the daily running of the voice processes, including sourcing equipment, effective resource planning and implementing call management strategies and operations;
Carrying out needs assessments, performance reviews and cost/benefit analyses;
Setting and meeting performance targets for speed, efficiency, sales and quality;
Ensuring all relevant communications, records and data are updated and recorded;
Advising clients on products and services available;
Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;
Maintaining up-to-date knowledge of industry developments and involvement in networks;
Monitoring random calls to improve quality, minimize errors and track operative performance;
Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;
Reviewing the performance of staff, identifying training needs and planning training sessions;
Recording statistics, user rates and the performance levels of the center and preparing reports;
Handling the most complex customer complaints or enquiries;
Organizing staffing, including shift patterns and the number of staff required to meet demand;
Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
Forecasting and analyzing data against budget figures on a weekly and/or monthly basis.
Qualifications:
Graduate of a four-year course
Over 10 years of service desk or voice process management experience
Excellent telephone skills and Customer Service skills are mandatory to win customer trust and resolve service calls remotely.
Can work on a shifting schedule
Amenable to work in BGC, Taguig
CONTACT DETAILS:
Interested applicants may submit their resumes to karladawnfuentes@gmail.com or contact Karla at 0917.890.6211 / 8469876 for immediate interview schedule OVER THE PHONE (More details will be divulged during the conversation)
Responsibilities:
Managing the daily running of the voice processes, including sourcing equipment, effective resource planning and implementing call management strategies and operations;
Carrying out needs assessments, performance reviews and cost/benefit analyses;
Setting and meeting performance targets for speed, efficiency, sales and quality;
Ensuring all relevant communications, records and data are updated and recorded;
Advising clients on products and services available;
Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;
Maintaining up-to-date knowledge of industry developments and involvement in networks;
Monitoring random calls to improve quality, minimize errors and track operative performance;
Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;
Reviewing the performance of staff, identifying training needs and planning training sessions;
Recording statistics, user rates and the performance levels of the center and preparing reports;
Handling the most complex customer complaints or enquiries;
Organizing staffing, including shift patterns and the number of staff required to meet demand;
Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
Forecasting and analyzing data against budget figures on a weekly and/or monthly basis.
Qualifications:
Graduate of a four-year course
Over 10 years of service desk or voice process management experience
Excellent telephone skills and Customer Service skills are mandatory to win customer trust and resolve service calls remotely.
Can work on a shifting schedule
Amenable to work in BGC, Taguig