Operations Manager

Convergys

Operations Manager - San Lazaro

(National Capital Reg - San Lazaro, Manila)

Responsibilities:

* Study, maintain and ensure client service levels and budget are met on a consistent basis
* Analyze performance results and implements department improvements
* Plan for upcoming organizational needs and implements strategies in a proactive manner
* Maintain understanding of client specific training
* Determine appropriate staffing levels and implements strategies to ensure the efficient operation of the department
* Work with support departments to ensure staffing strategies are effectively executed
* Maximize revenue generated efficiency, supports short and long term financial projections and responsible for expense management
* Support data collection for billing process including ISRS, billable/non-billable hours
* Develop, maintain and test project’s business continuity plan
* Select, train, develop, manage, coach and support performance of all direct reports
Requirements:

* Bachelor’s degree in related field
* At least 2 years related experience in WFM system like IEX, Aspect, Blue Pumpkin, etc.
* Must posses effective organizational skills and time management skills with the ability to work on several projects simultaneously
* Must be able to respond quickly and intelligently in a fast paced environment, making accurate decisions under pressure
* Strong team building and leadership skills, including strong logical thought processes
* Excellent written and oral communication skills required to interact with all levels of management and client representatives
* Ability to work independently with minimal supervision
NEWS
Company Address: Convergys 1 Building 6796 Ayala Ave. cor. Salcedo St. Legaspi Village Makati City 1200
Industry: Call Center / IT-Enabled Services / BPO
Type of Company: Private Limited Company, Local Based Company