Director of Operations & Performance Analytics

vCustomer Philippines, Inc.; Quezon City; On-site; PHP 3,000,000 - 5,000,000; Full time

Job summary

Tech Mahindra Philippines is hiring a General Manager (Director level) to lead Operations Support for a major client in a global energy sector. You will supervise end-to-end contact center support, workforce planning, analytics, training, quality, and financial governance.

You’ll partner with clients and internal stakeholders to drive performance, automation and continuous improvement while managing senior teams across Eastwood City, Libis, Quezon City.

Qualifications

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Responsibilities

• Lead the end-to-end Operations Support functions for the TPG contact center.
• Oversee Workforce Management and Real-Time Management including forecasting, capacity planning, scheduling, adherence, shrinkage and staffing.
• Lead Business Intelligence, Reporting & Analytics driving automation, dashboards, data architecture and insights.
• Manage Training and Continuous Improvement including new-hire/in-life training and process improvement initiatives.
• Oversee Quality & Compliance including SLA/TAT performance, audits and regulatory compliance.
• Manage commercials and financial governance including budgets, pricing and MSA/legal documentation.
• Partner with Operations, client and internal stakeholders on performance and improvement priorities.
• Lead monthly/quarterly business reviews and use data to identify risks and opportunities.
• Drive automation, technology interventions and transformation initiatives to improve efficiency and scale.
• Lead and develop functional leaders/teams with performance management and engagement.
• Provide senior-level decisions on headcount, budgets and operational requirements.

Skills

Leadership

Operations management

Workforce management

BI & analytics

Process improvement

Budgeting

Stakeholder management

Data-driven decisions

Communication

Education

Bachelor's degree

Tools

Power BI

SQL

MS Excel

Job description

Tech Mahindra Philippines is hiring a General Manager (Director level) to lead Operations Support for a major client in a global energy sector. You will supervise end-to-end contact center support, workforce planning, analytics, training, quality, and financial governance.

You’ll partner with clients and internal stakeholders to drive performance, automation and continuous improvement while managing senior teams across Eastwood City, Libis, Quezon City.