Operations Manager

Arvato Corp. – Muntinlupa City, Metro Manila – Company: Customer Relationship Management Requisition ID: 20301 Position Summary: The Operations Manager oversees the daily performance of call center Supervisors and their respective teams. This includes the analysis and review of the day-to-day operations, budget management, team development, and client satisfaction Overall Responsibilities: Evaluate daily key performance indicators and develop improvement needs. Manage attendance, utilizing effective scheduling. Coordinates with Account Manager to interface with client and handle account management issues. Manages staff schedules in partnership with Workforce Management to ensure call-handling effectiveness to achieve client and company productivity goals. Continually evaluates Automatic Call Distributor reports for labor efficiency, service level commitments, and cost per call objectives. Meets department budget goals by controlling costs for equipment and personnel by maintaining appropriate supervisor, and Customer…

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