Location: Philippines, Iloilo City
Job category: Operations
Transcom is looking for talented individuals like you to join our awesome team! Be the next Operations Manager for our Transcom Iloilo site.
Essential Duties & Responsibilities:
Profit and Growth
Ø Deliver accurate data to produce the forecast
Ø Develop realistic budgets
Ø Ensure consistent financial follow-up
Ø Define needs for Team Leader recruitment in conjunction with HR.
Ø Be in charge of Team Leader development and support, and define Team Leader training needs.
Ø Set and follow up on quality and quantity targets for the allocated Clients/projects.
Ø Promote teamwork.
Ø Ensure that employee satisfaction is high and attrition is low within the allocate production unit.
Ø Develop and maintain effective performance management.
Ø Lead by example.
Ø Have a deep understanding of the price structure and the profitability goals of TWW.
Ø Ensure that price structures are communicated and understood by every member of his/her business unit.
Ø Proactively respond to variances in targets and service levels.
Ø Prepare and/or support preparation for commercial negotiations.
Ø Ensure that profitability is calculated accurately prior to agreement and all costs (including capital investments) are accounted for.
Ø Plan and implement expansions to current business.
Ø Plan for and implement new businesses.
Ø Drive negotiations toward agreement ensuring TWW risks and profit objectives are covered at all times.
Ø Ensure that revenue streams cover committed costs wherever possible.
Ø Ensure regular and proactive contact and interaction with clients
Ø Ensure clients satisfaction through continuous business improvements.
Ø Seek to increase client revenue and develop a partnership.
Ø Strategic alliance with client’s marketing strategy, knowledge ability of clients’ culture, legislation regulations, and market trends.
Process & Integrity
Ø Continuously review procedures and implement improvements.
Ø Implement TWW standard practices.
Ø Ensure that demand forecasting is as accurate as possible and that resources deployed is match demand effectively.
Ø Promote synergistic teamwork with the Business Support Team ensuring that all data is accurate and completed on time.
Ø CIMWeb Statistics – Weekly action items must be identified and route cause analysis must be done to ensure success on all campaigns
Ø Attend internal meetings with other staff of the contact center.
Ø Directly responsible for all communication with and support of Team Leaders.
Ø Pursue communication with Clients that have been allocated to the Business Manager’s responsibility.
Additional Specific Duties & Responsibilities:
Job Specifications (Qualifications, Skills and Experience)
Ø University degree or equivalent higher qualification
Ø Have a proven and successful track record of effective leadership with Commercial and/or Operational responsibility in the CRM or a closely related industry
Ø Have Client Relations and/or Sales contact experience
Ø Have experience with P&L management and associated financial practices
Ø Have a good understanding of CRM best practice and markets
Ø Manage your time effectively and be focused on setting clear objectives and priorities.
Ø Have worked in a performance driven environment before.
What's in it for YOU
Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are proving these employee benefits, which you'll be able to utilize once you join our team!
What Life at Transcom is like
Transcom is a firm believer in putting people first. We have cultivated a culture of focusing on and caring for our employees, ensuring that they are provided with rewards, privileges, and amenities that are relevant, valuable, and easily available.
We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.
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