Operations Manager

Job Purpose

The Operations Manager is responsible for overseeing day-to-day operations and ensuring efficient, cost-effective, and timely delivery of services in line with quality standards and client requirements. This role drives performance, productivity, and profitability through effective operational strategies while leading Team Leaders and cross-functional stakeholders across multiple lines of business.

Key Responsibilities:

• Oversee operations across multiple lines of business (LOBs), managing Team Leaders and operational staff

• Lead and coach Team Leaders to achieve productivity, quality, customer experience, and client KPI targets

• Ensure daily service levels, compliance standards, and performance objectives are consistently met

• Develop team and individual goals and implement action plans to drive results

• Monitor staffing, workforce coverage, and training needs to ensure operational readiness

• Collaborate closely with internal departments, campaigns, and senior management

• Ensure excellent client service through effective issue resolution and continuous improvement initiatives

• Ensure compliance with company policies, procedures, and operational standards

• Support talent development, succession planning, and team capability building

Qualifications

• Proven experience as an Operations Manager or equivalent role

• Strong background in call center operations; IT-related contact center experience preferred

• Demonstrated leadership and people management skills

• Experience in budget planning, forecasting, and performance reporting

• Strong communication, organizational, and decision-making abilities

• Proficient in MS Office and call center operational tools

• Ability to manage multiple priorities in a fast-paced environment

• Must be amenable to work in Eastwood, Quezon City