Deputy General Manager

Aceolution; Philippines; On-site; PHP 2,400,000 - 4,800,000; Full time

Job summary

Aceolution in Taguig seeks a Deputy General Manager (DGM) – Operations/Service Delivery to provide senior operational leadership for contact center service delivery and drive performance, governance, and client satisfaction. You will oversee service delivery leadership teams, ensure SLAs and quality standards are met, and drive continuous improvement across the program.

The role requires strong leadership, client-management, and analytical capabilities, with onsite work at night (10:00 PM – 7:00

Qualifications

• Experience leading contact center/BPO operations and service delivery.
• Proven ability to manage large-scale 24x7 operations.
• Excellent communication and stakeholder management.

Responsibilities

• Provide overall operational leadership and direction to Service Delivery Managers, Team Leaders, SMEs, and operational teams.
• Ensure consistent achievement of client SLAs, KPIs, Quality Assurance standards, productivity, and customer experience objectives.
• Serve as a senior operational point of contact for client stakeholders and internal leadership.
• Lead resolution of significant client escalations, operational risks, and service delivery challenges.
• Establish strong program governance and ensure operational goals are translated into measurable objectives across management, team, and agent levels.
• Review operational performance and identify trends, gaps, risks, and improvement opportunities.
• Drive corrective and preventive action plans to improve service delivery.
• Ensure operational leaders effectively manage employee performance, coaching, development, and engagement.
• Partner with WFM and RTA leadership to ensure staffing, scheduling, capacity, and priority coverage align with client requirements.
• Collaborate with Quality and Training teams to address performance trends and strengthen service quality.
• Lead resource planning initiatives to optimize productivity across people and technology.
• Ensure appropriate staffing plans are established during significant operational or process changes.
• Drive implementation of change-management initiatives and ensure operational readiness.
• Review contact center performance reports and use operational data to guide strategic decisions.
• Monitor operational systems and processes and ensure challenges are identified and resolved.
• Oversee budgeting, expense tracking, resource utilization, and operational cost management.
• Provide oversight of timesheet validation, billing, invoicing, and end-of-month operational processes.
• Develop and mentor the service delivery leadership team and strengthen succession planning.
• Promote continuous improvement and operational excellence across the program.
• Provide senior management with regular updates regarding performance, risks, client concerns, and mitigation plans.

Skills

Contact Center/BPO Operations

Leadership of large teams

SLA/KPI governance

Job description

The Deputy General Manager (DGM) – Operations/Service Delivery will provide senior operational leadership for contact center service delivery, with responsibility for driving program performance, client satisfaction, operational governance, workforce effectiveness, and achievement of business objectives.

The DGM will oversee service delivery leadership teams and ensure that operational performance consistently meets client SLAs, quality standards, productivity expectations, and business targets.

The role requires strong leadership, client-management, analytical, and strategic capabilities, with responsibility for identifying operational risks, resolving escalations, strengthening governance, and driving continuous improvement across the program.

Key Responsibilities

• Provide overall operational leadership and direction to Service Delivery Managers, Team Leaders, SMEs, and operational teams.
• Ensure consistent achievement of client SLAs, KPIs, Quality Assurance standards, productivity, and customer experience objectives.
• Serve as a senior operational point of contact for client stakeholders and internal leadership.
• Lead resolution of significant client escalations, operational risks, and service delivery challenges.
• Establish strong program governance and ensure operational goals are translated into measurable objectives across management, team, and agent levels.
• Review operational performance and identify trends, gaps, risks, and improvement opportunities.
• Drive corrective and preventive action plans to improve service delivery.
• Ensure operational leaders effectively manage employee performance, coaching, development, and engagement.
• Partner with WFM and RTA leadership to ensure staffing, scheduling, capacity, and priority coverage align with client requirements.
• Collaborate with Quality and Training teams to address performance trends and strengthen service quality.
• Lead resource planning initiatives to optimize productivity across people and technology.
• Ensure appropriate staffing plans are established during significant operational or process changes.
• Drive implementation of change-management initiatives and ensure operational readiness.
• Review contact center performance reports and use operational data to guide strategic decisions.
• Monitor operational systems and processes and ensure challenges are identified and resolved.
• Oversee budgeting, expense tracking, resource utilization, and operational cost management.
• Provide oversight of timesheet validation, billing, invoicing, and end-of-month operational processes.
• Develop and mentor the service delivery leadership team and strengthen succession planning.
• Promote continuous improvement and operational excellence across the program.
• Provide senior management with regular updates regarding performance, risks, client concerns, and mitigation plans.
• Strong contact center/BPO operations and service delivery expertise.
• Strong senior leadership and people-management capabilities.
• Excellent client and stakeholder-management skills.
• Strong understanding of SLA, KPI, productivity, quality, and customer experience management.
• Excellent analytical and problem-solving capabilities.
• Strong operational governance and performance-management skills.
• Ability to manage complex operational escalations and make effective decisions under pressure.
• Strong understanding of workforce planning and resource optimization.
• Excellent written and verbal communication skills.
• Strong coaching, mentoring, and leadership-development capabilities.
• Ability to think strategically while maintaining strong operational execution.
• Professional, diplomatic, and empathetic leadership approach.

Qualifications & Experience

• Extensive experience in Contact Center/BPO Operations and Service Delivery.
• Strong experience managing large-scale or complex 24x7 operations.
• Demonstrated experience managing operational managers and leadership teams.
• Strong experience in client-facing service delivery and operational governance.
• Demonstrated knowledge of SLA management, Quality Assurance standards, performance management, and resource planning.
• Experience collaborating with WFM, RTA, Quality, Training, and other cross-functional teams.
• Excellent spoken and written communication skills.
• Must be comfortable working onsite in Taguig during the 10:00 PM – 7:00 AM shift.