applicants
Operations Sales Manager (BPO)
at IBM Contact Center and CRM Solutions unit in Metro Manila-Quezon City
Be part of IBM – the world’s 2nd Most Valuable Brand. As an IBMer, you have access to a world of experiences unique to a global company – world-class training, advanced technology and a culture that values its people. IBM offers a competitive salary and benefits package, career advancement opportunities and professional development training for all its employees. Its highly dynamic culture cultivates workforce diversity and values dedication, innovation and trust in all relationships.
At IBM, we offer a very competitive variable compensation package which you will get on top of your guaranteed salary. Depending on how well you perform, you can look forward to account incentives, bonuses, a regularization increase, and annual adjustments. Our focus on merit-based pay makes IBM an ideal workplace for high-achievers.
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IBM Daksh is the Contact Center and CRM Solutions unit of IBM Corporation
Responsibilities:
Job Content/Scope
* Executes and supports strategic and tactical and delivery of a Sales Engaged Workforce , creating WOW * Customer Experience for business units’ offerings through successful development and performance * management of Team Leads and Deputy Managers. * Identifies trade-offs between short and long term, and balances the needs of key stakeholders * Ensures that teams and any cross-functional project teams they are involved with have clarity about the combined team’ end goals. * Partners with senior managers to establish operational objectives and work plans, and delegate’s assignments as necessary to project managers or subordinate managers. * Develops strategies for continuous improvement of TL as well as team performance. * Ability to perform in co-ordination with the client with a high client engagement activity.Deliverables
* A high performing team that meets or exceeds critical to quality performance metrics * Aligns their team with their business’ Big Y’s and understands the connections across organizational boundaries * Responsible for maintenance of an acceptable level of performance against key business unit goals. Assigns resources to meet schedule and goals. * Reduces low return activities to increase time for strategic initiatives. * Responsible for aspects of performance management including, staffing decisions (including hiring and terminations as appropriate), goal setting, development planning, performance evaluations, performance improvement, motivation and recognition. * Influences compensation and promotion decisions. * Ongoing feedback and discussion with employees regarding – what’s important, how are you doing, priorities to improve. * Works with Shift/Deputy Managers and Team Leaders in conjunction with other partners to create a development plan and assist each Team Leader in the successful achievement of performance and development objectives. Maintains complete documentation of all contacts and coaching discussions. * VOE / VOC developmental action plan improvement. * Evaluates team and department level data and trends to drive improvements. Provides suggestions that impact business processes and balances needs of all stakeholders * Clearly defined processes, process mapping, and work flow documentation * Implemented process improvements and/or recommendations. * Improvements in key metricsRequirements:
* Candidate must possess at least a Bachelor’s/College Degree, any field. * Required language(s): English * At least 2 year(s) of working experience in the related field is required for this position, preferably in the BPO industry. * Preferably Assistant Manager / Managers specializing in Customer Service or equivalent. * Full-Time position.Please send your updated resume with a short cover letter to jpineda@dc.ibm.com and indicate “(Position) – TrabahoPhilippines”
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