Job Summary

To manage the administration Ops Desk units such as Real Time, Scheduling, and Management Information System (MIS) operations of all supported processes and/or Lines of Businesses (LOBs). To analyze Operations’ performance trends to ensure quality and productivity is at optimal levels, aligned with business objectives and corporate standards.

General Responsibility:

• Management Information

  • Reviews the performance data of each Ops desk unit to ensure the accuracy, quality, and timeliness of deliverables of the respective departments

  • Analyzes department and site-wide performance trends to identify performance gaps and recommend action plans on achieving quality, productivity, and customer service delivery levels

  • Ensures an effective and appropriate data analysis and reporting information required for business decisions

• Audit and Process Improvement

  • Monitors Ops desk units’ adherence to department guidelines, compliance regulations, policies and procedures by implementing the audit procedures

  • Supervises the Sr. Process Specialist’s periodic review of processes and procedures to ensure that improvements are implemented and communicated effectively

  • Guides the development and periodic review of the Operations Desk Standard Operations(SOP) Manual

• People development

  • Initiates people-related recommendations on hiring/firing, performance review, pay administration, and other administrative matters

  • Regularly verifies the Sr. Process Specialists’ alignment with the coaching model in providing process improvement feedback to Process Specialists

  • Ensures regular training and development of Sr. Process Specialists and Process Specialists to prepare succession planning for the team

  • Partners with HR to implement recruitment plans and to provide guidance on on-going business requirements

• Administrative responsibilities

  • Monitors the team’s operational budget for headcount, staff amenities, and administrative requirements

  • Ensures documentation of business case to request for additional expenditure approval

• May be assigned / rotated to other related sub-functions

• Other job-related duties that may be assigned from time to time

JOB SPECIFICATIONS/QUALIFICATIONS

Basic Qualifications:

• Educational Background:
• College graduate of a Statistics, Business, or related degree

• Professional Experience:
• 3 years working experience in a call center workforce environment, preferably with forecasting and scheduling experience

• Skills Required:
• Solid functional understanding of call center business processes, with in-depth knowledge of e-Work Force Management (eWFM) systems, Aspect, Real Time Adherence (RTA), and CMS
• Strong analytical skills for high-volume financial product and call center operations performance management data
• Results orientation with a bias for action, versatility, and adaptability
• People management skills, including team formation, collaboration, and influencing