Job Description
Designation: Operations Manager
Location: Cebu, Philippines
Eligibility Criteria: Any Graduate/Postgraduate
Responsibilities
• Managing Daily Operations
• Drive Performance - Team mentoring & coaching individual associates who may fall below desired performance
• 1st Level Escalation Handling - handle issues that cannot be resolved by agents
• Lead, coach, develop, drive and manage the team as a whole and as individuals and have the ability to make decisions.
• Regularly updating oneself with changes in the process flow or in the company and/or floor policy
• Monitoring and ensuring closure of daily/weekly and monthly deliverables
• Managing SLA, Daily Reporting, Agent's leave planning
• Maintain a strong knowledge of products and services for customers that we are servicing
• Monitor random transactions/cases to improve quality, ...
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