Operations Manager – Startek International

Operations Manager(URGENT)
RESPONSIBILITIES:

* Tracks and reports performance of individual employees, team leaders and groups as a whole
* Audits and observes coaches to ensure coaching is effectively provided and documented.
*  Demonstrates leadership abilities with business units using appropriate influencing and consensus building skills to manage expectations and cultivate relationships.
*  Ensures call volume forecasted is met on an hourly, daily, weekly, and monthly basis.
*  Ensures client KPI’s are met or exceeded.
*  Ensures that support ratios are at goal.
*  Measures, reports and communicates revenue and service level goal attainment on a daily, weekly, and monthly basis for individuals, groups and the call center overall.
*  Ensures accurate and timely communication of client issues to and from the teams.
*  Trains direct reports to ensure efficient operations.
*  Participates in team meetings, joint calls, and client call monitor sessions.
*  Ensure on-going maintenance and upkeep of assigned call center.
*  Coordinates assigned contact center projects.
*  Provides support and resource backup to Operations Manager II.
*  Ensures maximum productivity by maximizing on-phone time for all specialists to include acceptable non-productive levels.
*  Manages profit and loss activity of site-specific teams.
* Interfaces with other departments within the company as needed.
*  Directs client interface.
*  Manages three (3) or more lines of business.
*  Reviews and approves performance evaluations for assigned account/s.
*  Brainstorms ideas and processes to maximize call center operations.
*  Ensures maximum productivity by maximizing on-phone time for all specialists to include acceptable non-productive levels.
*  Evaluates general working conditions on all platforms to ensure productive and safe working conditions.
*  Acts as client contact for assigned account/s in the absence of Site Manager.
*  Performs other duties assigned.

REQUIREMENTS:

* At least 2 years experience as an Operations Manager in a Call Center
* Solid knowledge of computers and software applications including spreadsheet (Microsoft Excel),word processing (Microsoft Word) and e-mail (Microsoft Outlook) software applications
* Excellent written and verbal communication skills with the ability to effectively communicate and interact with all levels of personnel within the organization, including presenting information and responding to questions from groups of managers, clients, customers, and the general public
* Strong customer service skills
* Skill in establishing and maintaining effective working relationships
* Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or government regulations and write reports and business correspondence
* Ability to plan own work and the work of others in one or more departments, and exercise initiative and judgment as well as make decisions within the scope of assigned authority
* Ability to prepare and/or develop plans for projects and programs involving coordination with other departments and/or outside organizations
*  Ability to adapt to changing priorities, meet deadlines and work well under pressure
*  Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
*  Ability to lead, coach and develop staff
* Willing to work on shifting schedules and graveyard shifts, holidays and weekends
* Can start ASAP

Company Name :
Startek International Limited
Industry :
Call Center / IT-Enabled Services / BPO
Type of Company :
Private Limited Company, Local Based Company
Location :
G/F SM Makati Cyberzone Bldg #69 Jupiter st., Brgy. Bel-Air Makati