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Operations Specialist (WFH)

Key Facts

Remote From: 
Full time
Senior (5-10 years)
English

Other Skills

  • Training And Development
  • Coaching
  • Microsoft Office
  • Virtual Teams
  • Customer Service
  • Problem Reporting
  • Computer Literacy
  • Calmness Under Pressure
  • Communication
  • Leadership
  • Teamwork
  • Organizational Skills
  • Problem Solving

Roles & Responsibilities

  • Proven experience as a call center supervisor or in a similar supervisory position
  • Experience in customer service
  • Exceptional verbal and written English communication skills
  • Tech savvy with knowledge of telephone equipment and relevant computer programs

Requirements:

  • Assist in the training process and ensure agents are prepared for calls and comply with call center objectives, performance standards, and policies
  • Provide ongoing coaching, monitor progress, answer questions, and ensure agents understand and meet expectations
  • Identify operational issues, analyze data, prepare reports, and measure performance using key metrics to assist management
  • Collaborate with supervisors and management to set targets for individuals and teams, and keep management informed on issues and problems

Job description

Join our team while working at the comfort of your home!


OPERATIONS SPECIALIST


Job Description:

  • Assist in the training process
  • Ensure that every agent is: well prepared for their calls, understands & complies with all call center objectives, performance standards, and policies
  • Support & provide guidance to agents after training by monitoring their progress, answering their questions, and ensuring they understand and meet expectations
  • Provide ongoing coaching opportunities and inspiration to agents
  • Foster a positive and motivated work environment, promoting teamwork, and continuous improvement
  • Identify operational issues and suggest possible solutions
  • Prepare reports and analyze data to assist management
  • Work with other supervisors and members of the management team
  • Assist in the formulation of targets for individuals and teams
  • Measure performance with key metrics
  • Keep management informed on issues and problems
  • Prepare monthly/annual results and performance reports
  • Perform other duties as assigned


Qualifications:

  • Proven experience as a call center supervisor or in a similar supervisory position
  • Experience in customer service 
  • Exceptional verbal and written English communication skills
  • Tech savvy with knowledge of telephone equipment and relevant computer programs
  • Strong understanding of company products, policies, and services
  • Excellent organizational and leadership skills
  • Ability to coach, train, and motivate employees
  • Knowledge of performance evaluation procedures
  • A results-oriented approach
  • Excellent problem solving, leadership, and customer service skills
  • Ability to work under pressure


MUST HAVE the following equipment:

  • Laptop/Desktop: at least core i3 processor and 8 GB RAM
  • Headset: any A4Tech or Jabra USB-type headset
  • Internet connection: Wired connection minimum of 10 Mbps with back up internet
  • Software: Microsoft Office & PDF reader, Anydesk, Gdrive, MS Teams, Zoom, Discord


So, why join us?

  • Permanent work-from-home or hybrid work set-up at Batangas City office
  • Full Time and Long Term Employment
  • Basic Salary + Government mandated benefits
  • Health benefits, leave credits, bonuses, and other incentives
  • We are growing so there is great opportunity for leadership and promotion
  • Salary will be based on: Skills, Attitude, Performance, Attendance
  • US and Canadian clients
  • Shift: Graveyard Monday to Friday
  • Training: less than a month


WE LOOK FORWARD TO WORKING WITH YOU!


CompensationPhp 18,000 - Php 20,000

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