Operations Manager | Shared Services ExperienceEnsure that start of month PEAMs are served to all Team LeadersCoordinate with all departments and department managers within the company to meet campaign needs.Ensure that end-of-month scorecards and PAFs are served to all Team LeadersWeekly updates on the performance of the Team Leaders are delivered through coaching.Ensure Daily MyPay/Payroll schedules, logs, and overtime filings are correct and accurate before forwarding for final pay approvalConducting Daily Checks of MyPay/Payroll entries on all team members within clients/programs/projects/LOBs managedEnsure leave filing is checked if compliant with attendance policies before forwarding for final approvalPIF Creation and Timely SubmissionTaking care of requesting and managing Finance items / Team BudgetManaging Updates on Campaign/TL Trackers (Priority Management File, Attendance, Stats, etc.)Implement required process updates from the Ops Management and the Client during one-on-one coaching or team huddlesSending of Adhoc/WTD/EOM Reports to Client & Operations teamClient Call outs / Escalations review and actionCreation of Team Leaders Monthly ScorecardAttend daily/weekly/monthly/quarterly meetings and performance reviews with the client and/or managementIssuance of DPFs and CAFs for COC violations falling under Sanction A-CIssuance of DPF & CAF to Agents for Behavior & PIP/ PerformanceInitiate Programs to drive better performance – Such as engagement activities and R&R ProgramsAnalyze the Agents and Team's performance through daily/weekly/monthly review of the data/reportingPrepare and Roll Out Monthly Schedule Staffing and ensure that Staffing requirements are metManagement of attrition by ensuring proper and constant guidance and development of every staff in the teamEnsure that all Agents and Teams adhere to all operational forms and processDrive quality on all calls through daily agent call listening sessionsDeveloping Team Leaders by providing leadership training and re-assuring that Team Leads can effectively coach and develop agents - Daily Team Leader Triad SessionsDocumentation and sending of coaching logs (1 per Team Leader/week minimum)Motivate staff to meet and/or exceed productivity targets without affecting the high quality of deliveryReinforce program's expectations; KPIs are met or exceededProvides timely constructive feedback to all staff regarding their performance, acknowledges strengths and identifies areas of opportunitiesEnsure the involvement of the staff in the analysis of their respective performanceMaintenance of team's growth and progress by consistently monitoring performance, reinforcing quality, acknowledging strengths, and addressing areas of opportunities.Dealing with management issues that will arise during the operating hoursFlexible to shifting schedulesEnsure individual and team's adherence to the policies and procedures of the program and of the company; sanctions are applied for non-adherence - Compliance to Acquire BPO's Code of ConductHas overall coordination with the program's and company's different departments, clients, and management; ensuring proper endorsement and open communication are maintainedGenerate reports and analyses for different specialized rolesActively monitor the day-to-day operations, output, and workload capacities of the different roles within the teamUnderstand the needs and requirements for each specialized roleRequirements:At least 3 Years of experience as an Operations Manager.Knowledge of billing procedures, collection techniques, and upsell.Knowledge of Outlier management and coaching techniques.Proven experience and knowledge as a Resolution SupervisorWorking knowledge of MS Office and databases.Comfortable working with targets to exceed our client's expectations.Excellent communication skills (written and oral)Organization, proper decision-making, and analytical problem-solving skills.Responsible for the development of team leaders/coachesMust be willing to work onsite.Experience managing shared services. Your application will include the following questions: What's your expected monthly basic salary? How many years' experience do you have as a Shared Services Manager? How many years' experience do you have as an operations manager? Acquire BPO is an award-winning, global business outsourcer with 8,500+ staff operating out of Class A offices in 16 locations across the Philippines, Australia, the Dominican Republic and the US, as well as from comprehensive Work-from-Home environments, where client-permitted. We are one of the fastest-growing BPO companies and Australia's largest outsourcer to the Philippines. We have 16-years' experience delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.Apply with us today to #AcquireTheALife. Acquire BPO is committed to providing quality services to you and takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. Please refer to our Privacy Policy at https://acquirebpo.com/au/privacy-policy/.Acquire BPO is an award-winning, global business outsourcer with 8,500+ staff operating out of Class A offices in 16 locations across the Philippines, Australia, the Dominican Republic and the US, as well as from comprehensive Work-from-Home environments, where client-permitted. We are one of the fastest-growing BPO companies and Australia's largest outsourcer to the Philippines. We have 16-years' experience delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.Apply with us today to #AcquireTheALife. Acquire BPO is committed to providing quality services to you and takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. Please refer to our Privacy Policy at https://acquirebpo.com/au/privacy-policy/. Show more Perks and benefits HMO Coverage up to 2 dependents, Non-taxable allow Don't provide your bank or credit card details when applying for jobs. What can I earn as an Operations Manager #J-18808-Ljbffr
