Call Center Operations Manager - KPI & People Leader

Hammerjack Pty Ltd; Taguig; On-site; PHP 670,000 - 1,116,000; Full time

Job summary

Hammerjack Pty Ltd is seeking an experienced Call Center Operations leader to manage client KPIs and staffing for multiple programs. You will monitor queues, coach teams, and ensure adherence to policies while driving performance and recognizing top performers.

The role requires 2–3 years in a managerial capacity within call center operations, strong English communication, and proficiency with MS Office and key tools. On-site role in the Philippines with dynamic scheduling.

Qualifications

• Bachelor's Degree in Business or Business Management.
• 2–3 years Call Center Operations in an Asst. Managerial/Managerial capacity.
• Proficient in MS Office and call center software such as CMS/IEX, Baleen, Blue Pumpkin.
• Excellent English communication, planning and coordination skills.

Responsibilities

• Drive profitability by attaining client KPIs and targets and ensure staffing ratios support operations.
• Monitor service metrics and coaching to meet queue and sales targets.
• Uphold policies and ensure adherence across programs and teams.
• Ensure attendance, schedule adherence, and workplace decorum meet company standards.
• Balance staffing to forecasted call volumes and coordinate with Workforce on net staffing needs.
• Request overtime or additional shifts to meet spikes and service metrics.
• Recognize top performers and manage incentives and succession planning.
• Conduct performance appraisals and address non-performers with appropriate actions.
• Provide coaching to associates and captains to improve metrics and outcomes.
• Lead daily/weekly/monthly incentive designs and drive on-floor performance.
• Share updates and cascade information through regular TC meetings.
• Maintain confidentiality and timely dissemination of sensitive information.

Skills

Client relations

Leadership

People management

Project management

English communication

Time management

Multitasking

Detail-oriented

Analytical

Problem-solving

Decision-making

Presentation skills

Education

Bachelor's Degree in Business or Business Management

Tools

MS Office

CMS/IEX

Baleen

Blue Pumpkin

Job description

Hammerjack Pty Ltd is seeking an experienced Call Center Operations leader to manage client KPIs and staffing for multiple programs. You will monitor queues, coach teams, and ensure adherence to policies while driving performance and recognizing top performers.

The role requires 2–3 years in a managerial capacity within call center operations, strong English communication, and proficiency with MS Office and key tools. On-site role in the Philippines with dynamic scheduling.