Assistant Manager for Operations | Genpact Bataan

  • LocationBalanga City, Philippines

Role: Assistant Manager
Function: Operations
Balanga, Bataan


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We are inviting applications for Operations Assistant Manager role for Bataan  site


In conjunction with the Senior Operations Manager, the Assistant Manager is responsible for overseeing the day-to-day activities of the account, including training, monitoring, and mentor of team leads, CSRs/TSRs and junior CSRs/TSRs.

He/she provides support to the team, reports and resolves problems and complaints.

You are encouraged to drive team performance, ensuring daily service level metrics are met while maintaining a high level of accuracy, providing mentoring and development to associates, facilitating team meetings, and meeting defined quality, customer experience and efficiency requirements.


Responsibilities

  • This is a full time role and would involve leading various tasks like the following (indicative - but not limited to:
  • Oversight of staff, including daily monitoring of phone calls, management of call volume, resource demonstrate, talk time and other metrics.
  • Maintains daily, weekly and monthly metrics to ensure process goals are met. Ensures Team members are meeting departmental goals, e.g. ASA, Service Level, Abandoned call rate, etc.
  • Follows partner concern practices and protocols for 10 percent of calls that require support.
  • Provides feedback and mentor to team leads, CSRs and junior CSRs. Reviews errors with team members and involves manager when appropriate and training department in corrective steps, as needed.
  • May recommend disciplinary action in partnership with manager.
  • Recommends and communicates appropriate changes to team leads to optimal support staff.
  • Conducts monthly one-on-one mentor sessions with team leads and CSRs (or one-on-one sessions as needed).
  • Conducts regular call audits to ensure quality and performance requirements are being met.
  • Develops and maintains training and cross-training programs in conjunction with managers.
  • Analyzes and reports data using various databases to compile, filter, and organize data.
  • Responds to escalated customer calls; responsible for ensuring timely resolution of customer service issues.
  • Develop and mentor team members, provide training and mentoring for new hires as part of the onboarding process.
  • Well-versed in all the processes, protocols and training materials.
  • Provide support on other projects as needed.
  • Represents the Combined tenants: Personal Connection, Compassion, Problem-Solving, and Ownership.

Minimum Qualifications

  • In terms of education, high school graduates are welcome
  • Relevant working experience in the BPO industry
  • Has proven leadership experience, handling agents and team leaders
  • Well-versed with MS Office applications (Excel, Word, PPT)
  • Preferred Qualifications
  • Strong coaching and leadership skills.
  • Strong interpersonal skills.
  • Effective problem solving/process improvement skills used to identify and resolve day-to-day operation and employee relation situations that may arise.
  • Proven attention to detail, strong organizational skills, and time management skills.
  • Ability to multi-task and prioritize multiple projects and business needs.
  • Well-versed in Microsoft Office suite.
  • Ability to work a flexible schedule to meet the needs of the business and performance requirements.
  • Supplemental insurance knowledge and appropriate licensing is a plus.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a multifaceted work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube. 

Disclaimer

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