Deputy Manager - Operations Airline Graveyard Shift
Deputy Manager - Operations Airline Graveyard Shift
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Salary Not Disclosed
1 Vacancy
Job Description
Direct and constantly improve Operations to ensure customer satisfaction and improved chat efficiency
Meet if not exceed all service levels through effective planning and forecasting
Coach mentor and motivate employees in general; train subordinates to be efficient and effective leaders by being accountable for their progress
Synergize with other departments namely: Human Resources (HR) Training and Quality Assurance (TQA) Workforce (WFM) Finance and Administration and Information Technology (IT) to ensure success
Analyze operational practices and implement changes to enhance service operations and profitability for effectiveness and efficiency
Conduct regular staff meetings to discuss the accounts status and progress keeping the management team abreast with the latest developments
Collaborate with Training and Quality department to establish excellence in product knowledge and maintain if not achieve exceptional customer service
Work with the HR department to recruit quality agents retain employee talent and maintain smooth interpersonal relationships
Create a culture of compliance work ethics and integrity within the program by being a role model to all employees
Perform other duties and responsibilities that may be assigned from time to time
Envision the programs future and implement plans strategies and policies to guide and direct employees to achieve it
Supervise and coordinate the programs operations and make sure employees have the resources needed to do their jobs
Establishing organizational compliance and control standards to ensure company staff follow ethical business practices
Building the program and company image through effective and progressive interaction with clients and other departments
Establish and maintain operational performance metrics based on identified service level agreements
Qualifications :
Grade 12
Experience working on a a campaign in the airline sector (BPO)-Non Negotiable
Must have been in a a supervisory or management position for a minimum of 2 years within BPO
Additional Information :
Graveyard Shift
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
