Operations Manager - CS

I’m interested


Manila, BGC

Contract type


Job description

The Operations Manager is responsible for monitoring performance, identifying and addressing opportunities, preparing and completing action plans, managing process improvement and quality assurance programs. Oversees development and training on appropriate skills needed by the teams to support William Hill Online's customer requirements through effective coaching, excellent leadership, and strategic planning.

Main duties and responsibilities:

 1. Oversight of team performance to SLA’s and/or other objectives
  • Monitoring of SLA’s, projects, process improvements and miscellaneous other items
  • Analyze and develop corrective action plans when objectives are not met

2. Provide coaching to Team Managers and/or Customer Service or Back Office Representatives

  • Prepares and administers performance appraisals to Team Managers according to deadlines
  • Works with HR on matters that warrant corrective action in accordance with established policies and procedures
  • Provides proactive one-to-one and group coaching as appropriate to improve the skills, accuracy and quality of work and behaviours of their team
  • Completes TRIAD sessions in order to observe TM to Advisor/SME coaching and provides feedback on effectiveness of coaching delivery
  • Ensures understanding of the expected behaviours and acts as a role model to others

3. Collaborate with William Hill business leaders

  • Acts as the key point of escalation for issues/concerns of Operations Managers and/or William Hill business    leaders
  • Design and implementation, if necessary, of business continuity plans
  • Proactively communicates any planned initiatives with the Senior Operations Manager and Head of Centre Operations, prior to implementation and agreement, to ensure alignment with centre-wide plans

4. Process Improvements
  • Responsible for proactively communicating recommendations to correct broken process, improve the customer experience, reduce process time, etc. to the CS Hub

5. Hiring and Training/Development
  • Maintains staffing levels; recruits, selects, and hires CS/RM representatives to maintain a high performance culture
  • Set strategy for associate training/development; includes HR and process related
  • Creates ideas to reduce attrition based on exit interview feedback

Additional Requirements:
  • Bachelor's/College Degree is an advantage
  • 5yrs + in Managerial role overseeing operations and providing guidance, experience in leading subordinates
  • 7yrs + experience in a call centre or BPO company 
  • Project management
  • Excellent verbal and written communication skills are required to advise management and staff of status on work and potential issues
  • Proven ability to effectively interact with all levels within the organization
  • Proven ability to effectively manage all levels of staff including mentoring / development of associates
  • Advanced levels in using MS Office applications
  • Ability to multi task and thrives in a fast paced environment
  • Proven ability to achieve results through the motivation or influencing of others
  • Analytical and detail oriented
  • Flexibility to work different shifts