Operations Leader for Telecom & IT Contact Center

Probe Group; Pateros; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Probe Group is seeking an experienced Operations Manager to lead multiple lines of business and a diverse team of managers, with a focus on improving performance, productivity and profitability. You will coordinate operations, align with specifications and quality requirements, and drive efficiency through effective methods and strategies.

The role requires strong leadership, excellent communication across levels, and a proven track record in contact center or IT-related operations.

Qualifications

• Proven work experience as Operations Manager or equivalent.
• Telco background is highly desirable.
• Adequate knowledge of organisational effectiveness and operations management.
• Essential experience in extreme call center management to succeed in this role.
• Substantial experience in a similar IT-related contact center role.
• Budget development and oversight experience.
• Familiarity with business and financial principles and practices.
• Working knowledge of budgets, forecasting and metrics.
• Basic IT skills (databases, MS Office etc).
• Ability to effectively communicate with all levels of the organisation.
• Strong leadership and organisational skills.

Responsibilities

• Oversee and direct activities of multiple LOBs with Team Leaders and staff.
• Multitask across a wide spectrum of duties.
• Manage Circle Leaders to ensure productivity and customer satisfaction.
• Interact daily with all departments and the management team.
• Oversee staffing, coverage, training, and client service delivery.
• Develop individual and team goals and implement plans to achieve them.
• Ensure compliance with policies and procedures.
• Guide Circle Leaders to meet team and personal goals.
• Ensure delivery of Client KPIs such as service level and quality measures.
• Develop operational talent by optimizing team skills with recruitment partners.

Skills

Operations management

Team leadership

Budgeting

Process improvement

Performance metrics

Client/customer outcomes

Communication

Tools

MS Office

Databases

Job description

Probe Group is seeking an experienced Operations Manager to lead multiple lines of business and a diverse team of managers, with a focus on improving performance, productivity and profitability. You will coordinate operations, align with specifications and quality requirements, and drive efficiency through effective methods and strategies.

The role requires strong leadership, excellent communication across levels, and a proven track record in contact center or IT-related operations.