Director, Operations Support & Analytics

Tech Mahindra; Quezon City; On-site; PHP 3,000,000 - 5,400,000; Full time

Benefits offered by this job

Health coverage

Referral rewards

Job summary

Tech Mahindra Philippines is hiring a General Manager (Director level) – Operations Support to lead end-to-end client contact center operations from its Eastwood City base in Quezon City. The role oversees Workforce, BI/Analytics, Training, Quality, and financial governance, shaping strategy and delivering performance.

You will mentor senior leaders and drive automation and transformation. The position requires 10–14 years in operations, with at least 2 years in senior management, and experience

Qualifications

• 10–14 years of overall experience with at least 2 years in a Senior Management role.
• 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, BI/Analytics, Training, Quality, Commercials/Budgeting.
• Bachelor’s degree; postgraduate qualification in Finance/Audit or related field preferred.
• Certifications in Business Analytics, Project Management, Workforce Management, Six Sigma and Scrum is a plus.
• Willing to work in Eastwood City, Libis, Quezon City.

Responsibilities

• Lead the end-to-end Operations Support functions for the client contact center.
• Oversee Workforce Management, Real-Time Management, forecasting, capacity planning, scheduling and staffing.
• Drive BI, reporting, analytics, automation, dashboards, data architecture and actionable insights.
• Manage Training, continuous improvement initiatives and capability development.
• Oversee Quality, Compliance, including SLA/TAT performance, audits and process excellence.
• Manage commercials and financial governance including budgets, pricing, and contracts.
• Collaborate with stakeholders on performance, staffing, service delivery and improvement.
• Lead monthly/quarterly business reviews and identify risks and opportunities.

Skills

Operations leadership

Forecasting

Data analytics

Budgeting

Stakeholder management

Education

Bachelor's degree

Postgraduate in Finance/Audit (preferred)

Job description

Tech Mahindra Philippines is hiring a General Manager (Director level) – Operations Support to lead end-to-end client contact center operations from its Eastwood City base in Quezon City. The role oversees Workforce, BI/Analytics, Training, Quality, and financial governance, shaping strategy and delivering performance.

You will mentor senior leaders and drive automation and transformation. The position requires 10–14 years in operations, with at least 2 years in senior management, and experience