Operations Assistant Manager (Alabang)

Summary/Description:

• Manage a team of CSR associates and junior team leads in BPO operations. Main objective of the role will be to supervise the day-to-day delivery and performance of the team.
• The role will also require the individual to motivate, mentor, coach and groom the team.
• Ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints.

Key Qualifications:

• Amenable to work in shifting schedules.
• Amenable to work ONSITE (Alabang).
• Able to start ASAP

General Knowledge & Skills:

• Knowledge of Customer care operations
• Experience in managing teams
• Able to coach, mentor, motivate and interact with people
• Excellent verbal and written communications
• Strong decision making and analytical ability
• Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools

Education and other requirements:

• Minimum experience of 6 years with customer service in the BPO/BPM industry
• Bachelors degree in any course
• A minimum of 2 years in the role of a Sr. Team Leader/Assistant Manager – within a voice LoB or campaign
• Willingness to work in rotational shifts

Job Responsibilities:

• Effectiv