Operations Manager (PH POOL) in Makati at Startek

Date Posted: 8/26/2021

Job Snapshot

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Job Description

The ideal candidate for the position is required to perform the following duties and responsibilities:

  • Responsible for managing first line Engagement Coaches and overseeing daily operations

  • Manages and maintains team qualitative and quantitative performance results. Implements engagement center processes that support seamless, integrated delivery of world class customer service.

  • Monitors service standards and goals, performs sales, service analysis aimed at improving group performance.

  • Provides information and consultation to management, coordinating staff, budget and resources to provide quality service and/or improve sales performance.

  • Resolves complex problems or inquiries in a timely, efficient manner. Approves personnel activities concerning hiring, training/development, and evaluation of staff performance. May build industry relations communicating technologies and operational concerns through industry networking.

  • Ensures assigned team meets and complies with all company policies and procedures. Responsible for hiring, training, development and retention of diverse and highly effective teams. In partnership with the Engagement Center Director works directly with the client(s) and helps develop a sound business relationship. In the absence of the Engagement Center Director may be required to manage/lead all aspects of the engagement center operations including profit and loss accountability.

Job Requirements

Must have relevant BPO experience


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