Operations Manager
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Job Description:

  • Embody the Five Company Core Values
  • Leader on the ground: must know the terrain and status of each account and must report accurate and relevant information related to each account to the Site Director when requested or required. 
  • Consistently, instinctively and proactively know status of each program within his leadership and immediately investigate or resolve any issues, regardless of the size or nature.
  • After exhausting all resources, must escalate business / Operations impacting concerns to Site Director and/or Client Services Team.
  • Exercise foresight, common sense, and business empathy when developing action plans for either accounts or direct reports.
  • Drive performance and productivity of the people and programs within his or her purview through assertive and proactive hands on approach.
  • Attend and participate in client-related meetings most especially during the kick off / nascent stage of SNI-client relations
  • Lead and assist in account business reviews: 1) to SD and US Execs and 2) to account/client leaders.
  • Communicate actively to other departments to ensure ramp ups whether for expansion or attrition replacement are executed seamlessly and on time.
  • Persuade and collaborate with department counterparts to meet deadlines and produce exceptional outcomes such as but not limited to: 
  • Training roll out (account or L&D) with the SNI Training Team
  • Performance management, policy and procedure compliance, HR roll outs, and Employee Milestone reports to HR
  • Zero to little pay disputes to be corrected by Finance and Payroll
  • Accurate and timely release of information needed by Recruitment to start and end hiring ramps for the affected OM’s account/s.
  • Onboard new Team Managers, Junior OMs, or any personnel directly reporting to them. Monitor, evaluate, and develop the performance of direct reports.
  • Create or customize then execute a performance improvement plan for direct reports not meeting SNI-PH performance goals.
  • Create or customize then execute a succession management plan for direct reports who have consistently shown improvement and sterling output putting them as second in command when the OM is unavailable.
  • Has accountability and ownership of the day to day performance of all the accounts under the scope. Have a deep and thorough understanding and knowledge of the needs and status of each account he or she handles.
  • Initiate personal learning endeavors to sharpen their saw on top of the L&D programs provided by SNI-PH
  • Has accountability and ownership of the performance, timekeeping, attendance, and behavior of all his direct reports. Directly responsible for the leadership and talent development of the Team Managers directly reporting to him. Drives results through regular monitoring; data gathering and interpretation; documented coaching; and mentoring. 
  • Will observe and respect the hierarchy of communication and chain of command AND also exercise discretion in determining incidents’ need for their agile intervention. Solve a problem before it becomes one.
  • To identify the accounts that requires Quality intervention to suffice the health and stability
  • Intervention of unresolved issues that affected the Quality performance
  • Responsible in driving the Quality compliance
  • Responsible in closing coaching compliance in the absence of their respective TM/TL

Qualifications: 

  • Prior supervisory/managerial experience in a BPO-IT environment handling customer service, technical, chat, and email is desired.
  • Working knowledge with different clients’ applications or software – Zendesk, Intercom, Talkdesk, Desk, and others.
  • Strong communication skills, both written and verbal, while keeping a professional tone • Proficient in Microsoft Office.
  • Demonstrated ability to multi-task, prioritize, and meet timelines on deliverables • Self-starter, sense of urgency, team player, and works well under pressure.
  • Strong attention to detail.
  • Sense of professionalism and ability to develop good working relationships with the team and clients.
  • Promotes accountability amongst your direct reports.
  • Ability to identify and promote continuous improvement.
  • Ability to be flexible in schedule to meet business needs.
  • Ability to maintain highest level of confidentiality.
  • Has high level of integrity.
  • Good problem-solving skills

SupportNinja Core Competencies

Proactivity - Acts without being told what to do. Brings new ideas to the company.

Foresight - makes provision for the future especially when making decisions.

Work Ethic - Possesses a strong willingness to work smart and hard. First to arrive, last to go home.

Persuasion - Able to convince others to pursue a course of action

Teamwork - Reaches out to peers and cooperates with colleagues to establish an overall collaborative working relationship

Analytical Skills - Able to structure and process qualitative or quantitative data and draw insightful conclusions from it. Exhibits a probing mind and achieves penetrating insights.

 

Cultural Competencies

Principled Leadership - Ability to stand for principles, both business and ethical, in the face of high growth, hyper-competitive marketplace, and entrepreneurial zeal; to do the right thing without regard to personal cost.

Fast-Pace - Ability to thrive in a fast-paced environment while still making well-thought out, fact-based decisions quickly and decisively.

Cultural Sensitivity - Ability to reach across several cultures and time zones in a constantly virtual environment to work collegially and effectively.

Focus on metrics - Ability to work in an intensely metric-driven environment focus on growth and cost.

Customer-focused excellence in delivery - Ability to always keep execution excellence about customer service as a central focus in decision making.

Autonomy – Self motivation, self-direction and self-improvement skills

Productivity – Planning, project management and organization skills

Communication – Written, verbal, presentation and public speaking skills

Judgement – Ethics, morals, decision-making and analytical skills.