Operations Excellence Manager

CGI (PHILIPPINES) INC.; Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

CGI (PHILIPPINES) INC. is seeking a Service Delivery Manager, Operations Excellence to lead the program's enabling functions across Quality, Training, Workforce Management (WFM) and Reporting.

The role focuses on driving operational performance, strengthening governance and supporting consistent delivery through effective planning, analysis, coaching and performance recovery. The ideal candidate has 8+ years in contact center operations with significant leadership experience, plus a track record

Qualifications

• 8+ years in contact center operations.
• 3+ years in management-level role.
• Strong customer service background is essential.
• Lean Six Sigma or equivalent certification is an advantage.

Responsibilities

• Lead Quality, Training, WFM and Reporting across the program.
• Drive operational performance and governance.
• Plan, analyze, and coach for performance recovery.
• Manage risk, audits, and escalation when needed.

Skills

Voice metrics mastery

Lead support-function leads

Quality calibration

Coaching & adult learning

Attendance & WFM management

Root cause analysis

Risk mitigation & audits

Excel & BI tools

Tools

Excel

Job description

About the role:

The Service Delivery Manager, Operations Excellence leads the program's enabling functions across Quality, Training, Workforce Management (WFM) and Reporting. This role drives operational performance, strengthens governance and supports consistent delivery through effective planning, analysis, coaching and performance recovery.

Skills:

• Strong understanding of voice contact center metrics (AHT, FCR, CSAT, Quality, Lost Hours, Shrinkage, Attrition).

• Proven experience leading support-function leads (Quality, Training, WFM or Reporting).

• Quality calibration methodology and quality governance.

• Coaching for performance and adult learning design.

• Attendance and lost-hours management, workforce planning and capacity management.

• Root cause analysis and performance recovery planning.

• Risk mitigation, audit readiness and escalation management.

• Advanced Excel; dashboarding or BI tools preferred.

Qualifications:

• 8+ years in contact center operations, with at least 3 years at Operations Manager level or above.

• Strong customer service background is essential. Experience in banking, payments or financial services is an advantage, not a requirement.

• COPC, Six Sigma or an equivalent operational excellence certification is an advantage.