Contact Center Operations Leader

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

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.