Operation Manager - Collections or Telco Background

eClerx Philippines, Inc.; Muntinlupa; Sur place; PHP 900 000 - 1 500 000; Plein temps

Résumé du poste

eClerx Philippines, Inc. is seeking an Operations Manager to oversee daily call center performance, drive service levels, and ensure customer experience targets are met across multiple teams.

You will lead Team Leaders, coordinate with Workforce Management, and report KPIs to clients, while implementing process improvements and ensuring compliance with client requirements and quality standards.

Qualifications

• 5–7 years of experience in the BPO/Call Center industry, preferably in an Operations Management role with collections/telco.
• Proven experience managing large-scale operations and multiple teams.
• Strong background in inbound/outbound voice or non-voice operations.
• Experience handling client escalations, business reviews, and stakeholder management.
• Proficiency in Microsoft Office, reporting tools, and performance dashboards.

Responsabilités

• Oversee daily call center operations and ensure achievement of service delivery targets.
• Monitor and analyze KPIs: SLA, AHT, CSAT, FCR, QA, and Attendance.
• Lead and develop Team Leaders and Supervisors to improve team performance.
• Build relationships with clients through regular business reviews and strategic discussions.
• Identify gaps and implement process improvements to boost productivity and quality.
• Coordinate with Workforce Management, Recruitment, and Training for staffing and readiness.
• Ensure adherence to policies, client requirements, regulatory standards, and risk controls.
• Prepare and present performance reports and action plans to meet business objectives.

Connaissances

Leadership

KPIs & Analytics

Stakeholder management

Staffing & capacity planning

Customer experience

Outils

Microsoft Office

Dashboards / Reporting tools

Description du poste

About the role

The Operations Manager is responsible for overseeing the overall performance and daily operations of a call center account, ensuring operational efficiency, excellent customer experience, and achievement of business targets.

Qualifications:

• At least 5–7 years of experience in the BPO / Call Center industry, preferably in an Operations Management role with experience handling Collections / Telco Account.

• Proven experience managing large-scale operations and multiple teams.

• Strong background in managing inbound/outbound voice or non-voice operations.

• Demonstrated ability to drive KPIs, improve customer experience, and achieve operational targets.

• Excellent leadership, communication, analytical, and decision-making skills.

• Experience handling client escalations, business reviews, and stakeholder management.

• Proficiency in Microsoft Office, reporting tools, and operational performance dashboards.

Key responsibilities

• Oversee daily call center operations, ensuring smooth workflow, operational efficiency, and consistent achievement of service delivery targets.

• Monitor and analyze key performance indicators (KPIs), including Service Level, Average Handle Time (AHT), Customer Satisfaction (CSAT), First Call Resolution (FCR), Quality Assurance, and Attendance.

• Lead, coach, and develop Team Leaders and Supervisors to strengthen leadership capabilities, improve team performance, and achieve operational goals.

• Build and maintain strong relationships with clients and stakeholders through regular business reviews, performance updates, and strategic discussions.

• Identify operational gaps, implement process enhancements, and develop strategies to improve productivity, service quality, customer satisfaction, and cost efficiency.

• Partner with Workforce Management, Recruitment, and Training teams to ensure appropriate staffing levels, schedule adherence, capacity planning, and operational readiness.

• Ensure adherence to company policies, client requirements, regulatory standards, and quality assurance procedures while minimizing operational risks.

• Prepare and present operational performance reports, analyze trends, develop action plans, and implement strategies to achieve business objectives and improve overall