Operations Leader: Customer Experience & Team Growth

RSD Human Resource Management Consultancy; Pasig; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

RSD Human Resource Management Consultancy in Pasig seeks a seasoned Operations Manager to lead the TSR team, ensuring SLAs and KPIs are met while driving quality and efficiency. You will oversee Team Leaders, coach staff, and coordinate with HR, IT, and QA to sustain a high-performance culture.

The role requires 3+ years in BPO or technical support operations, with at least 2 years in management and strong data-driven decision making. On-site, full-time position in Pasig.

Qualifications

• Bachelor's degree in a related field is required.
• Minimum 3 years in BPO/Contact Center/Technical Support Operations.
• At least 2 years in a managerial role handling technical support or customer service operations.
• Experience managing Team Leaders and large TSR teams.

Responsibilities

• Lead day-to-day TSR operations to meet SLAs, KPIs, and client expectations.
• Monitor performance and implement strategies to boost productivity and customer satisfaction.
• Analyze reports to identify trends, risks, and improvement opportunities.
• Ensure compliance with policies and quality standards.
• Manage Team Leaders and TSR staff to achieve departmental goals.
• Conduct performance reviews, coaching, and development discussions.
• Collaborate with HR, IT, Finance, Training and Quality teams to improve processes.
• Forecast staffing requirements and plan manpower accordingly.
• Drive continuous improvement to enhance customer experience and support.
• Prepare and present operational updates to senior management.

Skills

Leadership

Communication

Analytical thinking

Performance management

Workforce planning

Operational reporting

Customer service orientation

Problem solving

Fast-paced environment

Education

Bachelor's Degree in Business Administration, Information Technology, Engineering, Management, or related field

Tools

Excel

PowerPoint

Job description

RSD Human Resource Management Consultancy in Pasig seeks a seasoned Operations Manager to lead the TSR team, ensuring SLAs and KPIs are met while driving quality and efficiency. You will oversee Team Leaders, coach staff, and coordinate with HR, IT, and QA to sustain a high-performance culture.

The role requires 3+ years in BPO or technical support operations, with at least 2 years in management and strong data-driven decision making. On-site, full-time position in Pasig.