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Senior Operations Manager

Req ID#:  251072

AU

Operations

SUMMARY OF RESPONSIBILITIES

Manage day-to-day support for client requests and activities to ensure Client satisfaction and achievement of Sitel Financial goals

Typically manages large, complex clients

Develop and execute Client program that meet client expectations in support of the company’s deliverable

Measure, report, and manage client satisfaction and dissatisfaction

Ensure weekly/monthly/quarterly business reviews are executed in conjunction with internal operations staff in sites

Understand, document, and communicate program goals, objectives, and metrics to internal operations

Effectively research, monitor, analyze, and report program performance. Provide values-based leadership, training and support and teamwork to accomplish common goals

 

BASIC QUALIFICATIONS

More than five (5) years experience in managing large, complex clients and providing leadership in a multifaceted, fast-paced contact center environment

Must communicate effectively during client presentations as well as one-on-one with site personnel

Excellent written and oral communication skills; analytical and financial management skills

 

WORK EXPERIENCE

More than five (5+) years experience managing large, complex clients and providing leadership in a multifaceted, fast-paced environment


EDUCATION

Four (4) year college degree or equivalent direct related work experience

 

KNOWLEDGE / SKILLS / ABILITIES

Superior interpersonal skills with the ability to establish and maintain client relationships

Must communicate effectively during client presentations as well as one-on-one with the site personnel

Excellent written and oral communication skills

Analytical and financial management skills

Ability to develop, articulate, and advocate explicit business outcomes for client(s)

Develop and collaborate with others to prepare value-driven solutions

Develop strong client relationships and navigate complex political environments

Develop impactful executive level presentations

Professionally uncover, manage, and resolve obstacles that hinder business objectives

Make recommendations concerning pricing and contract negotiations

Ability to work independently with minimal supervision and direction

Demonstrated personal drive and sense of urgency

 

 

 

Senior Operations Manager

Get to Know Us

We are Sitel. Our 80,000 people across the globe connect many of the world’s best-known brands with their customers – 3.5 million times every day. As a global leader in customer experience (CX) management, we deliver experiences through voice, chat, social media and for 400+ clients, from Fortune 500 companies to startups.

Job Snapshot

Employment type
• Full-Time

Locations
• Pasig
• Quezon City
• Mandaluyong
• Tarlac
• Baguio
• Palawan

Compensation and Benefits

Well done
• Competitive compensation package
• Performance incentive plans
• Rewards and recognition programs

Get well
• Coverage for Same Gender Partners and Domestic & Common-law Partners
• HIV/AIDS coverage
• Voluntary enrollment of over-aged dependents
• Mental Health coverage
• Solo parents can enroll both parents and children
• Unlimited formulary medicine and medicine reimbursement
• Optical and dental coverage
• Bereavement assistance

Well-being
• Salary loans from our partner financial institutions
• Sitel Perks associate discount program
• Sitel Fit program
• State of the art site facilities
• MAX (My Associate Experience)

Well-rounded
• Track training programs
• Access to My Academy and Empower Center
• My Associate Experience Learn Program


Job Segment: Operations Manager, Manager, Operations, Management

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