On-Site Operations Manager, Contact Center Excellence

Teleperformance; Mabalacat; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

Teleperformance in Clark, Pampanga invites an experienced Operations Manager to lead and optimise our contact centre operations on-site at the Clark Freeport Zone. You will oversee staffing, scheduling, KPI monitoring, coaching, and process improvements to ensure service levels, efficiency, and customer satisfaction.

The role requires strong leadership, data analysis, and cross-department collaboration to drive performance.

Qualifications

• Proven track record of managing large teams and meeting targets.
• Strong knowledge of contact centre operations, including WFM, QA and CS best practices.
• Excellent analytical skills to interpret data and spot trends.
• Outstanding communication and interpersonal skills.
• Proficiency in contact centre management systems.
• Ability to lead by example and drive continuous improvement.
• Resilience in a fast-paced environment.

Responsibilities

• Oversee daily contact centre operations, including staffing, scheduling and resource allocation to meet service level agreements and business objectives.
• Monitor and analyse KPIs such as call handling time, FCR, CSAT and adherence to targets.
• Lead, motivate and develop a team of agents and supervisors with coaching and performance management.
• Identify process improvements and implement efficiencies to boost productivity and reduce costs.
• Ensure compliance, quality standards and company policies across operations.
• Manage escalations and complex customer issues, collaborating with other departments for resolution.
• Prepare accurate operational reports and present findings to senior management.
• Collaborate with departments to align strategies with broader business goals.
• Foster a positive team culture that promotes engagement, retention and development.

Skills

Team leadership

Contact centre operations

Workforce management

Quality assurance

Data analysis

Communication skills

Stakeholder engagement

Problem-solving

Adaptability

Job description

Teleperformance in Clark, Pampanga invites an experienced Operations Manager to lead and optimise our contact centre operations on-site at the Clark Freeport Zone. You will oversee staffing, scheduling, KPI monitoring, coaching, and process improvements to ensure service levels, efficiency, and customer satisfaction.

The role requires strong leadership, data analysis, and cross-department collaboration to drive performance.