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Call Center Assistant Operations Manager

Nations Info Corp

Established in 2005 | 51-200 employees
JDN Square, P. Remedios Street, Mandaue City, Cebu
Posted on : September 25, 2020
Job ID : 364984

Details

Call Center Assistant Operations Manager
 
Job Description
 
Assists the Operations Manager in establishing and carrying out departmental or organizational goals, policies, and procedures. Manage general activities related to providing excellent customer service. Work with Operations Manager, Supervisors, and Support Staff about general operations.
 
Job Responsibilities composed of but not limited to the following:
  • Conduct staff performance reviews  and assess needs
  • Establish a high standard for productivity, quality, customer service as well as define user guidelines.
  • Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.
  • Incharge of implementing disciplinary procedures including documentation by coordinating with HR personnel
  • Take escalation calls from supervisors when necessary
  • Summarize, collect and analyze call center trends and data for regular performance reports.
  • Call for repairs and troubleshooting as needed by coordinating with the IT Team
  • Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.
Qualifications
  • Bachelor’s Degree
  • At least 2 to 3 years of managerial experience in a Call Center Setting
  • Customer service experience preferred
  • Motivated self-starter
  • Excellent verbal communication skills


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