Responsible for coordinating with all internal departments to guarantee smooth flow of Operations and proper communications between divisions.Ensures that Virtual Employee delivery meets Clients needs and Company demands.

• Oversees and manages the operations of a business unit(s) with overall responsibility for the account• Manages the client relationship ensuring customer satisfaction.

Manage an Operations Team comprising of Assistant Managers (AMs)/Lead Assistant Managers (LAMs) with a span of 175 Sales Executives and ensure that client and internally defined metrics are met. Responsible in providing leadership to AMs/LAMs and sales teams which includes but not limited to defining sales strategy, developing and executing the sales team's operational plan, tracking performance, overseeing and delivering sales targets along with other defined metrics, honing and… Show more Manage an Operations Team comprising of Assistant Managers (AMs)/Lead Assistant Managers (LAMs) with a span of 175 Sales Executives and ensure that client and internally defined metrics are met. Responsible in providing leadership to AMs/LAMs and sales teams which includes but not limited to defining sales strategy, developing and executing the sales team's operational plan, tracking performance, overseeing and delivering sales targets along with other defined metrics, honing and improving sales processes and maintaining the CRM. Show less

*observe current processes and identify areas of improvement to create necessary changes.*implement standard operating procedures*streamline processes to ensure they are in accordance to the labor code*meet with managers regularly to provide updates on progress*identify potential and provide suggestions to maximize that potential*conduct focus group discussions to have a better understanding of employee satisfaction/dissatisfaction and formulate action items to address… Show more *observe current processes and identify areas of improvement to create necessary changes.*implement standard operating procedures*streamline processes to ensure they are in accordance to the labor code*meet with managers regularly to provide updates on progress*identify potential and provide suggestions to maximize that potential*conduct focus group discussions to have a better understanding of employee satisfaction/dissatisfaction and formulate action items to address concerns*review process documents to ensure they are aligned with the goals and code of conduct*review and revise commission scheme based on need and budget and impact to sales*review and revise spiffs to drive sales performance*plan and execute engagement activities to increase morale and sales*identify coaching opportunities and plan course of action*lead distribution*coordinate with QA Manager and streamline QA guidelines to ensure it is calibrated with the needs of the Sales Team*coordinate with the Training Team for effectiveness of modules*streamline nesting road map Show less

RESPONSIBILITIES:** coach, lead and develop a team to provide the right solutions for our customers whilst delivering a great customer experience. * drive a culture where achieving customer advocacy is central to everything we do. * harness and develop the team to reach their full potential and engage the team to ensure the centre is a great place to work. *address people related processes and manage the talent and development programs effectively. * oversee the overall… Show more RESPONSIBILITIES:** coach, lead and develop a team to provide the right solutions for our customers whilst delivering a great customer experience. * drive a culture where achieving customer advocacy is central to everything we do. * harness and develop the team to reach their full potential and engage the team to ensure the centre is a great place to work. *address people related processes and manage the talent and development programs effectively. * oversee the overall performance of a team of CSR and accountable for leading a high level of customer satisfaction* manage staffing levels to balance workflow and meet demand – addressing time & attendance issues to ensure schedule adherence – and maintaining administrative details of employment: such as payroll, appraisals & disciplinary actions. * monitor & maintain efficiency and excellence in call transactions. On a rotational basis, regularly conduct remote or side-by-side monitoring of agent performance. *identify the areas of opportunity for agent development. *SKILLS & COMPETENCIES REQUIRED:* * Knowledge of principles and processes for providing good customer service. This includes customer needs assessment and meeting quality standards for service. * People management skills for daily coaching - mentoring - and technical assistance. * Ability to lead day to day operations and to foster a positive & open work environment. * Ability to deliver feedback to agents and coaching them to address performance gaps. * Must possess excellent problem solving and analytical skills *QUALIFICATIONS:* * * * At least 1-2 years Supervisory Experience * Leadership experience with "people first" approach * Excellent coaching and mentoring skill * Strong business accumen and organizational skills, coupled with strong understanding of call centre service level metrics * Experience in stakeholder management * Excellent communication skills Show less

*ensure KPI's are met: Customer Satisfaction/Sales/AHT/Schedule Adherence* coach, lead and develop a team to provide the right solutions for our customers whilst delivering a great customer experience. * harness and develop the team to reach their full potential and engage the team to ensure the centre is a great place to work. *address people related processes and manage the talent and development programs effectively. * oversee the overall performance of a team of CSR/Sales… Show more *ensure KPI's are met: Customer Satisfaction/Sales/AHT/Schedule Adherence* coach, lead and develop a team to provide the right solutions for our customers whilst delivering a great customer experience. * harness and develop the team to reach their full potential and engage the team to ensure the centre is a great place to work. *address people related processes and manage the talent and development programs effectively. * oversee the overall performance of a team of CSR/Sales and accountable for leading a high level of customer satisfaction* manage staffing levels to balance workflow and meet demand – addressing time & attendance issues to ensure schedule adherence – and maintaining administrative details of employment: such as payroll, appraisals & disciplinary actions. * monitor & maintain efficiency and excellence in call transactions. On a rotational basis, regularly conduct remote or side-by-side monitoring of agent performance. *identify the areas of opportunity for agent development. *SKILLS & COMPETENCIES REQUIRED:* * Knowledge of principles and processes for providing good customer service. This includes customer needs assessment and meeting quality standards for service. * People management skills for daily coaching - mentoring - and technical assistance. * Ability to lead day to day operations and to foster a positive & open work environment. Show less

*Assist the Trainer for the duration of training period by coaching, doing mock calls and module discussions when the Trainer is unavailable.*Assist the whole class after the classroom discussions to prepare them for operations.*Identify challenges and do root cause analysis through coaching/call listening*Conduct side by side call monitoring*Send daily reports on progress