Operations Manager
Quezon City, National Capital Region, Philippines
Sales and Billing Line of Business - Chat SupportDUTIES AND RESPONSIBILITIES:• Ensures financial targets are met by managing effectively program’s financial levers (absenteeism, productivity, AHT, line adherence, overtime hours)• Conducts daily and weekly cluster meetings to discuss cluster weekly performance, site updates, supervisor’s performance readout.• Weekly touch base/ 1 on 1 coaching with Team Leaders o Consistently follow up on goals and action plans o Daily, weekly and monthly scorecard trend discussion• Coaching triad sessions with Team Leaders. Provide feedback on coaching and conducts activities with TLs that would enhance their coaching skills and work on their areas for improvement.• Updates Cluster Monthly Action Plan, • Weekly and Monthly client read out on site’s performance• Monitor supervisor compliance with deliverables. o 1 coaching per agent per week by the TLs o Coaching log audits o Close rate of issued Disciplinary actions by supervisors to their agents o Timeliness in closing escalations/invalid tickets submitted by agents. o Deep Dive Analysis and execution of different coaching tactics• Performs weekly readout to the director for my team’s performance• Conducts daily check-in for quick program updates • Provide innovative strategies in improving daily sales and ensures daily quota are met