Director - Operations Support

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

We're Hiring: General Manager (Director level) - Operations Support

Work Where People Matter At Tech Mahindra Philippines, we're more than just a BPO - we're a Certified Great Place to Work® where your growth and well-being come first. With thriving hubs in Cebu and Manila, we're helping people like you build meaningful careers while making a real difference for customers around the world.

Our Client

Be part of a dynamic, global energy company shaping the future of renewable power. Support large-scale renewable energy projects across Australia while working closely with Australian customers, gaining hands-on exposure to solar PV and battery storage technologies. Collaborate with international engineering teams and learn world-class standards and best practices that will elevate your global career potential. Play a meaningful role in driving decarbonisation and accelerating the energy transition-while building expertise that makes a real impact worldwide.

Why You'll Love It Here

• Growth you can see - promotions and career paths await
• Learning that sticks - trainings to sharpen your skills
• A workplace that cares - inclusive, supportive, and people-first
• Health coverage you can count on
• Rewards when you refer friends to join the team

Your Day-to-Day

• Lead the end-to-end Operations Support functions supporting 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 actionable business insights.
• Manage Training and Continuous Improvement, including new-hire/in-life training, process improvement initiatives and capability development.
• Oversee Quality & Compliance, including SLA/TAT performance, quality monitoring, audits, regulatory compliance and process excellence.
• Manage commercials and financial governance, including budgets, pricing, financial performance, contract negotiations and MSA/legal documentation.
• Partner closely with Operations, client and internal stakeholders on performance, staffing, service delivery and improvement priorities.
• Lead monthly/quarterly business reviews and use operational data to identify risks, trends and improvement opportunities.
• Drive automation, technology interventions and transformation initiatives to improve efficiency and scale.
• Lead and develop functional leaders/teams, including performance management, coaching, succession planning and employee engagement.
• Provide senior-level decisions and approvals relating to headcount, hiring, budgets and operational requirements.

What We're Looking For

• 10-14 years of overall experience, with at least 2 years in a Senior Management role handling multiple Operations Support departments.
• Strong experience managing large-scale contact center operations, ideally environments of 2,000+ FTEs.
• Experience in a multi-channel contact center, including inbound, outbound, back-office and chat operations.
• Broad leadership exposure across:
• Workforce Management / Capacity Planning
• BI, Reporting & Analytics
• Training & Continuous Improvement
• Quality & Compliance
• Commercials / Budgeting / Pricing
• Strong financial and commercial acumen, including budget management, pricing, contract negotiations and financial performance.
• Proven people leadership and development experience, including leading managers/functional heads.
• Strong analytical capability with experience translating data into business recommendations and decisions.
• Knowledge of process improvement and quality methodologies, such as Six Sigma and TQM.
• Good understanding of technology, automation and analytics within contact center operations.
• Strong client and senior stakeholder management, communication, influencing and decision-making skills.
• Bachelor's degree in any discipline; postgraduate qualification in Finance/Audit or related field preferred.
• Advantageous certifications/training include Business Analytics, Project Management, Workforce Management, Six Sigma and Scrum.
• Willing to work in Eastwood City, Libis, Quezon City.

Work Setup

• Location: Full-time Work in Office (Eastwood)
• Shift: Morning shift (Australian business hours)

About Tech Mahindra Philippines

We're a global provider of IT and business process services, helping industries like telecommunications, healthcare, retail, banking, e-commerce, travel, and logistics. In the Philippines, we're home to thousands of talented professionals who value growth, diversity, and teamwork.