Call Center Operations Manager (Clark Site)

IntouchCX; Mabalacat; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

IntouchCX is seeking an Operations Manager to direct and optimize the campus programs’ daily operations. You will oversee KPI tracking, service levels, and Team Leader coaching, while ensuring staffing plans and development initiatives meet business goals.

You will apply your 5+ years in contact centers, leadership experience, and strong cross-functional collaboration to drive performance and employee engagement in a fast-paced environment.

Qualifications

• Post-secondary education is required; business or commerce background is advantageous.
• Minimum 5 years of experience in the contact center industry.
• At least 3 years in an Operations Management role supervising front-line staff.
• Experience in client relationship management and coaching employees.
• Experience handling escalated issues in a contact center environment.
• Strong cross-functional collaboration and time management skills.

Responsibilities

• Direct and manage all operational activities for designated programs.
• Oversee KPI tracking, service levels, and coaching of Team Leaders.
• Plan staffing, supervise teams, and drive employee development and engagement.
• Monitor operational performance to meet KPI targets and SLAs.
• Analyze reports to identify root causes of underperformance and implement solutions.
• Develop customized reporting to track statistics and results.
• Motivate teams and deploy incentive programs to achieve outcomes.
• Address ad hoc issues using analytics and structured reasoning.

Skills

Operations Management

Team Leadership

Client relationship management

Coaching and development

Performance analysis

Cross-functional collaboration

Time management

Communication skills

Education

Post-secondary education

Job description

About the role

We're searching for an Operations Manager to direct and manage all operational activities for certain programs while contributing to the campus's overall strategic direction. This role will execute day-to-day operational activities including managing Key Performance Indicators (KPIs), managing Service Levels and coaching and recruiting Team Leaders.

Key responsibilities

• Ensure proper planning, staffing and direction of the operational functions
• Manage and supervise teams
• Ensure proficient training, professional development and employee engagement to prepare, grow and retain employees
• Manage operational performance to meet KPI targets and Service Level Agreements through optimum quality and service
• Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
• Develop customized reporting to measure and track operational statistics, data and results
• Develop solutions to improve business performance and partner success
• Use analytics, investigation and reasoning to quickly develop solutions for ad hoc issues
• Motivate teams through relationship building and real-time coaching
• Develop and deploy incentive programs to motivate employees to achieve desired outcomes

About you

• Completion of post-secondary education (a major in Business or Commerce will be considered an asset)
• A minimum of 5 years of experience in the contact center industry
• At least 3 years of experience in an Operations Management role overseeing front-line employees
• Experience in client relationship management and employee development/coaching
• Experience dealing with escalated issues in a contact center capacity
• The ability to successfully work across cross-functional teams
• A positive work ethic and commitment to achieve the best possible outcomes
• Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner
• Excellent communication skills; listening, verbal and written
• Ability to assess the "big picture" and draw connections between inputs and outputs