PHCC EN HTL - Operations Manager

Full Time Manila International Business Other Job ID:4325

Update 2024-01-19

Job Description

About Us

Job Responsibilities:

• Work with management team to ensure projects launch and accomplish successfully; ensure targeted operations KPIs are achieved
• Maintain high level of customer satisfaction through consistent quality service delivery
• Maintain high team morale by providing leadership, guidance, and coaching to the team members
• Accountable for ensuring that all operational performance measures are consistently achieved/exceeded
• Maintain and improve customer satisfaction across all channels and products
• Accountable for managing absence, attrition and adherence within the team
• Measure performance of the key team members against SMART objectives and behavioral competencies, identify areas for improvement and personal development through 1:1 coaching and devise appropriate action plans; responsible for maximizing team productivity
• Develop, identify , grow and maintain talent by embedding high-performance culture, provide regular feedback and coaching and ensure strong succession plans are in place
• Analyze, interpret and report to the Service Manager on performance statistics identifying trends and presenting appropriate recommendations for improvements
• Develop excellent working relationships across all functions within the business and management of conflict situations

Job Requirements:

• Bachelor's degree in Management , Comms, and/or any relevant field
• Excellent verbal and written English communication skills;ability to speak Mandarin is a plus
• 5+ years’ experience in customer care center management with more than 50 FTEs; travel and/or international environment experience, preferred
• Proven ability to understand different cultures , international background
• COPC / Six Sigma / PMP experience, preferred
• Data-driven and results-oriented; ability to work under pressure
• Strong decision-makingskills; commit t ed to excellence
• Solid knowledge of call center management and MS office tools; monitoring and coaching skill s