TeleTech Jobs – Operations Manager

NOVALICHES – Operations Manager
RESPONSIBILITIES:

* Manages Operations in an effort to increase the operational effectiveness of the call center and to meet the client’s needs including: planning, assigning, and directing work.
* Carries out management responsibilities in accordance with TeleTech’s policies and any applicable federal and state laws. These responsibilities include interpreting and enforcing company policies and safety regulations with Supervisors and Customer Service Agents. Interviewing, hiring, and training of employees; appraising performance; rewarding and disciplining employee or client complaints and resolving problems, including resolution of work grievances or escalation of unsettled grievances to the Senior Manager or Site Director for action.
* Works with Senior Manager/Site Director in the preparation of short and long range plans and budgets based on the corporate goals and growth objectives.
* Maintains a sound plan of corporate organization. Works with Human Resources to establish policies that will insure adequate management development and to provide for management succession. Establishes operating procedures consistent with the TeleTech policies & objectives and ensures their execution.
* Develops and maintains a positive relationship with the client while evaluating and suggesting opportunities for growth of the business.
* Evaluates the results of the operation regularly and systematically by analyzing reports, listening to calls taken, working with other team members.
* Performs other duties as assigned

REQUIREMENTS:

* Minimum 5 years leadership experience within a service driven or high tech corporation
* Relevant tertiary qualifications or equivalent (ie relevant diploma plus experience)
* Knowledge / experience in call center management
* Ability to use Microsoft products (Word, Excel, PowerPoint, Outlook)
* Strong English language verbal and written communication skills, including business writing ability
* Ability to understand simple financial reporting
* Problem resolution skills
* Excellent interpersonal skills
* Excellent organizational skills and time management skills
* Interview skills (professional training preferable)
* Analytical ability to decipher statistical reports
* Shift management capabilities and ability to manage varying skills of employees
* Erlang C staffing calculation administration
* Call routing schematic administration
* Strong organizational, multi-tasking and delegation skills
* Ability to deal with conflict and disciplinary issues in a positive and timely fashion
* Minimum typing speed of 30 wpm with 95% accuracy
* Multi-lingual (desirable)
* Must be willing to work in Novaliches

Company Name :
TeleTech Customer Care Management Phils., Inc.
Industry :
Call Center / IT-Enabled Services / BPO
Type of Company :
Private Limited Company, Foreign Based Company
Location :
Bldg F SM Corporate Office 1000 Bay Blvd. SM Central Business Park, Bay City Pasay City 1634
WebSite :

http://hirepoint.com