Executive Search Firm Monroe Consulting Group Philippines is recruiting on behalf of one of the largest multinational entertainment companies for an Operations Manager role. The position will manage a team of 15 to 25 FTEs servicing the AUS and NZ markets. This involves achieving operational goals, maintaining high standards of service delivery, and driving continuous improvement within the Contact Centre Team.The role will report to the Sr. Business Manager dotted line to the Chief Customer Officer. Work setup is field from Mondays to Fridays with a shift that starts at 6am (8 hours per day).
Key job responsibilities include:
- Manage daily operations of call center team including personnel, scheduling, training, reporting and outbound lead pipelines
- Achieve all individual and team targets / KPIs set by the department
- Coach and mentor team supervisors and deliver a REMARKABLE experience for our guests
- Create a high-performance environment whilst living up to our core values such as FUN!
- Define and coordinate training programs that enable staff to achieve their potential and support company objectives
- Execute required corrective/developmental action to remedy deficiencies as required
- Work closely and cohesively with various offsite business partners (clients) to ensure successful delivery of service standards and KPIs
- Communicate regularly with the offsite business partners, report on progress, and act as their representative
- Work with the Senior Leadership team to develop goals and establish standard operating procedure that are aligned with the organization's culture
- Oversee the achievement of performance targets and budgeted goals
Key job qualifications include:
- Bachelor's Degree in Marketing, Business or Communications will be favourable but not a must
- At least six (6) years of relevant experience in an outsourcing or similar company, managing a minimum of 10 team members while working in a customer support role
- Experience in managing communications for international business is a necessity
- Good knowledge in Philippine Labor Law and Culture
- Ability to create and implement employee programs to improve effectiveness
- Excellent verbal and written communication skills
- Above-average technical know-how
- Strong organizational & analytical skills.
- Familiarity with CRM tools
