KPI-Driven Operations Leader | Team Growth & Coaching

IntouchCX; San Juan; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

IntouchCX in the Philippines seeks an experienced Operations Manager to direct day-to-day operational activities across programs, drive KPI achievement and service levels, and coach and develop Team Leaders.

You will plan staffing, supervise teams, and collaborate across HR and IT to optimize performance, reporting, and client satisfaction in a fast-paced contact center environment.

This role requires strong leadership, data analysis, and a proactive approach to problem solving.

Qualifications

• Completion of post-secondary education in Business or Commerce or related field.
• 5+ years of experience in the contact center industry.
• At least 3 years in an Operations Management role overseeing front-line employees.
• Experience in client relationship management and employee development/coaching.
• Experience dealing with escalated issues in a contact center capacity.
• Ability to work across cross-functional teams.
• Strong organizational, time management and prioritization skills.

Responsibilities

• Direct and manage day-to-day operational activities for programs and achieve KPI targets and service levels.
• Supervise and coach teams; recruit and develop Team Leaders.
• Ensure effective training and employee engagement to grow and retain staff.
• Analyze reports and data to measure production and identify root causes of underperformance.
• Develop customized reporting to track operational statistics and results.
• Collaborate with HR, IT and other departments to resolve issues and optimize performance.
• Develop incentive programs to motivate teams and improve outcomes.
• Coordinate staffing schedules with Operations Support and Workforce Management teams.
• Participate in partner meetings to provide operational insights and strategic direction.

Skills

KPI management

Team supervision

Coaching & development

Data analysis

Reporting

Cross-functional collaboration

Communication skills

Time management

Leadership

Google Workspace

Education

Post-secondary education in Business or Commerce

Tools

Google Suite

Excel

CRM software

Job description

IntouchCX in the Philippines seeks an experienced Operations Manager to direct day-to-day operational activities across programs, drive KPI achievement and service levels, and coach and develop Team Leaders.

You will plan staffing, supervise teams, and collaborate across HR and IT to optimize performance, reporting, and client satisfaction in a fast-paced contact center environment.

This role requires strong leadership, data analysis, and a proactive approach to problem solving.