The Operations Manager (OM) is a critical leader of leaders within TSA's Customer Engagement Centre. They motivate, inspire and engage their team of Team Leaders (TL) to ensure each team is able to deliver the required performance and outcomes as defined by TSA and our client.
The OM will be responsible for the intraday performance management across the Service Teams; Team Leadership, coaching, development and engagement; Operational Excellence, and Customer Advocacy Centre results.
The OM also contributes strategically by collaborating with the Senior Operations Manager to improve operational efficiency and expertise to exceed both TSA and Client objectives for the progra.m
Knowledge, Skills and Experience
Essential
- Experience in handling home appliance/consumer electronics accounts is required.
- Proven leadership experience
- Demonstrated capability in managing contact centre teams, specialising in Inbound/Outbound voice solutions
- Minimum 2 years direct management experience in the BPO industry
- Proven track record in building and maintaining a positive, inclusive and professional 'best practice' sales and service culture across teams
- Demonstrated ability to build, lead, coach, develop & inspire a team to provide growth
- Ability to build effective relationships with key internal & external stakeholders
- Ability to plan, execute and deliver results
- Able to provide direction on conflicting agendas, priorities, and ambiguities to resolve complex situations, whilst maintaining a calm environment and remaining in control
- Resilience
- Communication Skills (written & verbal)
- Problem Solving ability
- Judgement
- Strategic thinking
- Decision Making
- Negotiation
- Empathy for others
- Influence & Persuasiveness
- Time Management
- Teamwork
- Initiative & drive
- Self-Managed
- Openness and willingness to learning and continuous development
- Commercial acumen
- Conflict Resolution skills
- Results orientation
- Attention to detail
- Technology literate
- Leadership experience
- Coaching experience
- Proficient in Microsoft Excel
Personal Requirements
- Good Character - Respectful, open, honest, transparent and authentic, with integrity Personable with a positive attitude and sense of humour
- Leads, develops, coaches, inspires & motivates teams to deliver our clients objectives. Understands the key to our success is through coaching and development
- Highly motivated, goal orientated, focussed and driven
- Belief that an excellent customer experience and advocacy is paramount
- Confidence, resilience and calmness under pressure within a fast paced environment
- Courage to makes mistakes, learn from them and deal with issues head on
- A flexible & consistent approach
- Commercial acumen - Analytical & Logical
- Innovative, creative and visionary
- Promotes employee engagement - Recognises performance, celebrates success and makes the leaders and team members feel valued
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Philippines Office address:
14F Five E-com Center, Harbor Drive, Mall of Asia Business Complex, Pasay City, Metro Manila, Philippines 1300
