Operations Manager - Solar Campaign

About the role

Touchstone Communications is hiring an Operations Manager for its solar campaign. The manager directs, implements and executes campaign objectives to maximise productivity and meet service-level targets, keeping results consistent with company standards while promoting a positive, high-performance culture. The role requires managing two direct reports who together supervise 30 associates.

Key responsibilities

• Set objectives and manage all campaign operations and activities, and plan resources (people, technology) to maximise productivity
• Collect and analyse call-center statistics such as sales and customer-service metrics, and motivate associates to hit monthly goals
• Maintain discipline and professionalism, handling disciplinary and performance issues and running counselling sessions where HR must be present
• Lead and run team meetings 15 minutes before the day shift and at the end of the shift, and supervise where the APM conducts them
• Monitor hours worked so dialing hours stay above company standards, and enforce shift-time adherence daily
• Keep headcount at 30, hold detailed retention sessions with departing associates and keep attrition at 10% maximum
• Review Team Lead confirmation percentages, coach and train associates to move from C's to B's and A's, and aim for 80% of resources with over 60 days tenure to be confirmed
• Keep the team's quality score at least 96%, prepare reports for departments and management, and ensure goal achievement matches company standards

Required profile

• College graduate; MBA preferred
• 5+ years of BPO experience and at least 4 years of leadership experience
• Ability to coordinate and prioritise multiple tasks, strategic thinking, and self-motivation

Required skills

• Excellent communication and interpersonal skills
• Knowledge of MS Office
• Strong leadership, mentoring and coaching skills

What we offer

• Gym facility, medical insurance and paid leave
• Provident Fund and EOBI
• Training programs
• Competitive salary with bonus, transport for females and career path