Afni, Inc. Application Support Spec

Application Support Spec

Afni, Inc.

قابل للتفاوض

في الموقع - لاجونا1-3 سنوات خبرةبكالوريوسدوام كامل

وصف الوظيفة

Description

Job Overview:

The Operations Manager is responsible for overseeing and managing the daily operations of the BPO center, ensuring that service delivery goals are met, operational efficiency is achieved, and client expectations are exceeded. This role involves leading a team, optimizing processes, and maintaining high-quality service standards.

Key Responsibilities:

Oversee daily BPO center operations, ensuring smooth service delivery.
Lead and manage a team of supervisors, team leaders, and agents for optimal performance.
Monitor KPIs related to quality, productivity, and client satisfaction.
Develop and enforce operational policies and procedures to ensure efficiency.
Evaluate service quality and conduct coaching sessions for team members.
Analyze data to identify trends and drive process improvements.
Collaborate with senior management and clients to align goals and strategies.
Manage staffing, resource allocation, and scheduling to meet operational targets.

Minimum Qualifications:

Candidate must possess at least a Bachelor's/College Degree in any field
At least 2 year(s) of working experience in the same role is required for this position
WITH EXPERIENCE WITH CUSTOMER SERVICE
Strong Verbal Communication
Strong Customer Focus and Customer Service
Engages in Process Improvement
Strong Problem Solving Skills
Good People Management
Managing Process
Emphasizing Excellence
Applicants must be willing to work in Commonwealth, Quezon City
Can start ASAP

Requirements

Job Overview:

The Operations Manager is responsible for overseeing and managing the daily operations of the BPO center, ensuring that service delivery goals are met, operational efficiency is achieved, and client expectations are exceeded. This role involves leading a team, optimizing processes, and maintaining high-quality service standards.

Key Responsibilities:

Oversee daily BPO center operations, ensuring smooth service delivery.
Lead and manage a team of supervisors, team leaders, and agents for optimal performance.
Monitor KPIs related to quality, productivity, and client satisfaction.
Develop and enforce operational policies and procedures to ensure efficiency.
Evaluate service quality and conduct coaching sessions for team members.
Analyze data to identify trends and drive process improvements.
Collaborate with senior management and clients to align goals and strategies.
Manage staffing, resource allocation, and scheduling to meet operational targets.

Minimum Qualifications:

Candidate must possess at least a Bachelor's/College Degree in any field
At least 2 year(s) of working experience in the same role is required for this position
WITH EXPERIENCE WITH CUSTOMER SERVICE
Strong Verbal Communication
Strong Customer Focus and Customer Service
Engages in Process Improvement
Strong Problem Solving Skills
Good People Management
Managing Process
Emphasizing Excellence
Applicants must be willing to work in Commonwealth, Quezon City
Can start ASAP