Value Manager, Operations

At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our can-do culture works together to make the ordinary exceptional. 

Are you an exceptional leader who AIMS HIGHER. REACHES FARTHER when driving value to achieve success for our clients? Can you ACT BOLD.BE PASSIONATE in setting the right expectations and building strategic goals that will help us deliver our commitments? Can you BE ONE.HELP MANY that inspires and motivates each team member in delivering the vision we set forward? Do you want to BE DIFFERENT.BE YOU and LEARN MORE.TAKE ACTION? 

THIS IS FOR YOU! 

We are hiring a Value Manager for a Wireless Telecommunications client that will support onsite in Cebu City. This position is a full-time role whose purpose is to drive value growth through training, communication, and outlier identification. Managers routinely supervise the work of others, set appropriate team objectives, determine actions to support strategic goals, and determine required resources including selection of tam members for critical roles.

Creating customer value means offering products and services with attractive benefits that outweigh cost. Quality, popularity, accessibility, convenience, an abundance of features, and longevity are all examples of benefits a customer may value.

Overview of Role/Job Purpose:

• Establish relationships that courage teams to work together to achieve performance goals.
• Articulate the vision, energizes employees, and inspires and motivates people using influence, persuasion, and practical communication skills.
• Evaluate and identify how well the team achieves goals, improves performance, and elevates the customer experience. They put processes in place to help establish standards for delivering measurable value to customers.

Essential Functions:

• Develop and implement comprehensive action plans focused on revenue generation, loyalty enhancement, digital engagement, compliance adherence, and management of various charges and credits.
• Communicate strategic initiatives effectively across all levels of the organization and develop engaging promotions to maximize market reach and impact.
• Serve as a subject matter expert on new products, pricing strategies, promotions, and incentive programs, infusing energy and excitement into their rollout and adoption.
• Create and oversee the execution of KPI-driven action plans in collaboration with on-site management and value teams to ensure alignment with overall business objectives.
• Regularly monitor performance metrics to identify value outliers and implement corrective measures promptly.
• Participate in and contribute to value manager meetings, providing insights and updates on ongoing initiatives and their impacts.
• Work in close collaboration with senior management to keep updated on delivery issues & challenges and align on client expectations.
• Partner with the Service Delivery team to create and deploy standardized reporting.
• Work with senior management to identify and manage service improvement activities.

• Provide support to Supervisors in all facets of the business, including managing the Supervisor relationship, ensuring customer satisfaction to all team members.
• Deliver consistent and constant feedback to leadership concerning issues and agree upon tactics and resolutions.
• Responsible for documenting corrective actions and conveying these to team members in a clear and concise manner that will uphold if subject to legal proceedings.
• Manage emotions well and understand the feelings of people that one interacts with by being self-aware, self-regulating, motivating of self and others, showing empathy, and keenly using social skills.
• Demonstrate emotional intelligence during difficult conversations with employees about attendance, performance, policy adherence, and overall accountability.
• Enforce company polices as a leader and communicate professionally and respectfully to others while prioritizing and protecting the company’s business interests as a leader.

Required Education and Experience:

• Must have gone through the Verizon Training and/or is on the Verizon Account
• 5+ years of extensive experience managing the operations of a call center or customer care business.
• Experienced in coaching, training, monitoring, and motivating others.
• Strong technical, communication, critical thinking, decision-making, people interaction, and time management skills.
• Understand operational compliance, quality, workforce management, and business intelligence.
• Results-oriented with a track record of consistent service delivery and high credibility with both internal teams and external clients.
• Lead by example and build ethical, trustworthy relationships.
• Forward-thinker who can anticipate problems and act quickly with a continuous improvement mindset.
• Adapt to a rapidly growing business environment, shifting priorities, meeting deadlines, and working well under pressure.
• Prioritize or deal with multiple issues and projects.
• Effective communicator, both verbally and in writing, using professional language and proper grammar.
• Computer and software proficiency, including Microsoft O365, with strong Excel and PowerPoint skills.
• Able to interpret Business Intelligence (BI) data, prepare reports, and make internal and client-facing presentations.

Employees with six (6) months of service in their current position are eligible to apply for a new position for which they are qualified based on requisite skills, education, experience and current job performance. Employees with less than six (6) months of service may change positions before the six (6) month period if both the employee’s current manager and the manager of the open position agree and a transition date is agreed upon. New hire training time is not applied towards the six (6) months service requirement. Additionally, if an employee is currently on any type of performance improvement review, the employee will be considered ineligible for an open position.

Continuum Global Solutions partners with top companies around the world to deliver customer care services through its global network of contact centers. Our global Fortune 500 clients rely on our vast expertise in customer care management to improve their customers' experience. Continuum customer care and call center solutions leverage world-class voice, chat, email and social technologies. More than 11,000 employees serve top-tier clients across multiple industry verticals. Additional information on Continuum and our services can be found on our website.

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Applicants have rights under Federal Employment Laws Family and Medical Leave Act (FMLA); Equal Employment Opportunity (EEO); Employee Polygraph Protection Act (EPPA).

Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a candidate or new hire. Please report suspicious activity to Corporate.Security@continuumgbl.com