We are seeking a passionate Senior Manager of Site Operations who is responsible for the strategic planning and execution of the Call Center operations. Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, and workforce planning. Performance metrics include high productivity, efficiency, staffing utilization, acceptable turnover rate, and company financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.
The Senior Manager of Site Operations (Senior Site Manager) success is measured by the organization’s ability to provide high quality services while meeting Service Level Agreements (SLA), improving performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics. The role actively contributes to the overall company operational targets as well as the daily business decisions.
Reporting: Reports directly to the General Manager.
Job type: Full-time
Shift timings (Optional): 9:00PM-6AM (may vary)
Location (Optional): Eastwood, Quezon City