Operations Leader - Contact Center & Team Growth

IntouchCX; Cebu City; On-site; PHP 1,100,000 - 1,500,000; Full time

Job summary

IntouchCX is seeking an Operations Manager in Cebu City to direct and manage all operational activities for key programs. You will drive KPI performance, manage service levels, and coach frontline teams to achieve targets.

The role requires strong cross-functional collaboration, staff development, and the ability to analyze data to identify root causes and implement improvements. IntouchCX emphasizes robust teamwork and client focus.

Qualifications

• Minimum 5 years of experience in the contact center industry.
• At least 3 years of experience 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.

Responsibilities

• Direct and manage all operational activities for programs and contribute to campus strategic direction.
• Plan staffing and direct operational functions; supervise teams.
• Ensure proficient training, development and employee engagement to grow and retain staff.
• Manage performance to meet KPI targets and SLA through quality and service.
• Analyze reports to measure production levels and identify root causes of underperformance.
• Develop customized reports to track operational statistics and results.
• Develop solutions to improve business performance and partner success.
• Use analytics and problem solving to address ad hoc issues.
• Motivate teams via coaching and relationship building; deploy incentive programs.
• Coordinate staffing changes with Operations Support and Workforce Management teams.
• Collaborate with HR, IT and other departments to resolve issues.

Skills

Team leadership

Staffing & scheduling

KPI management

Client relationship management

Cross-functional collaboration

Coaching & development

Analytics & reporting

Communication skills

Time management

Recruitment

Problem solving

Mentoring

Education

Post-secondary education in Business or Commerce

Tools

Google Suite

Job description

IntouchCX is seeking an Operations Manager in Cebu City to direct and manage all operational activities for key programs. You will drive KPI performance, manage service levels, and coach frontline teams to achieve targets.

The role requires strong cross-functional collaboration, staff development, and the ability to analyze data to identify root causes and implement improvements. IntouchCX emphasizes robust teamwork and client focus.