OPERATIONS MANAGER, TECHNICAL SUPPORT CENTER

Business Area: Cebu Global Customer Services

Job Summary:

Manages and develops operations, its key personnel, and promotes continuous development geared towards meeting and exceeding customer expectation(s). In general, the Operations Manager is measured by the well-being of his/her business specific financials, customer satisfaction, and employee development and retention.

Key Roles and Responsibilities:

  • BUSINESS OPERATIONS
    • Implements business operation and service solutions utilizing the continuous improvement process.
    • Ensures effective implementation of all programs under the end-to-end requirement of the customers.
    • Ensures delivery of customer requirements for better job satisfaction and support.
    • Deals effectively with customer complaints and issues by escalating to the appropriate person and by taking the appropriate action when necessary.
    • Oversees the conduct of the whole operations in order to ensure that all divisions are synergized and aligned.
    • Manages and designs quality and productivity programs for the division, together with the Senior Manager, in order to build awareness among its team members under the light of continuous improvement.
    • Accounts for a systematic, standardized, and updated process across all division.
    • Supervises and motivates the team to ensure an acceptable level of productivity.
    • Assists the Senior Manager in developing and planning for improvement programs for all staff levels.
    • Ensures effective communication of old and new company policies to the entire team.
    • Develops, grows, and maintains employee experience, capability, morale, and job satisfaction.
    • Takes lead and or assists in providing accurate, timely and professional written, statistical and verbal reports to management for historical, current status, and forecasting purposes (including, but not limited to, budgets, staffing, training, seating, etc.).
  • FINANCIAL
    • Administers the division’s budget to monitor cost and analyze variances.
    • Assists the Senior Manager in planning for the division’s budget.
  • COMMUNICATION/LANGUAGE SKILLS
    • Provides effective communication and feedback to staff.
    • Prepares and presents both written and verbal communication to customers and colleagues alike.
    • Can communicate effectively at short notice and under pressure.
  • STAFF MANAGEMENT AND DEVELOPMENT
    • Mentors and develops direct reports.
    • Assists in the identification of staff training requirements.
    • Develops rapport and trust.
    • Acts decisively to solve people problems.
    • Delegates to staff and holds them accountable.
  • CUSTOMER AND ACCOUNT MANAGEMENT
    • Demonstrates confidence in managing resources.
    • Capable of complex scenario analysis and planning of contingencies.
    • Rapidly gets to the root cause of issues.
    • Designs appropriate analysis and works with the team to implement analysis.
    • Responsible for meeting customer Service Level Agreements.
  • PLANNING AND ORGANIZING
    • Delivers reports on time as requested by Supporting Manager(s).
    • Reviews and evaluates the service levels achieved by the group and of project plans.
    • Ensures that the team is sufficiently staffed to provide a quality service for the customers.
    • Plans the monitoring of staff performance.

Education, Experience & Certifications Basic Requirements:

  • University Degree of the equivalent
  • 2-3 years related experience in the Call Center industry
  • Previous Product and Customer responsibility
  • Minimum of two years previous people management experience
  • Experience in working with people on different levels
  • Experience of negotiation and diplomacy
  • Experience in managing budget and the ability to analyze statistical information
  • Proficient with spreadsheets and word processing software

You may send your application to recruitment@lexmark.com.