Operations Manager

Alorica Inc.; Cebu City; Sur place; PHP 900 000 - 1 200 000; Plein temps

Résumé du poste

Alorica Inc. in Cebu City is seeking an Operations Leader who thrives in a fast-paced, metrics-driven BPO environment. You will lead and inspire teams, drive performance, and elevate the customer experience.

This role blends people development with operational excellence, including workforce planning, coaching, and ensuring regulatory compliance, while fostering an inclusive, collaborative culture.

Qualifications

• 3+ years of leadership in a BPO or contact center
• Proven track record in performance management in a metrics-driven operation
• Strong coaching, communication, and stakeholder management skills
• Ability to balance business results with people development and engagement
• Proactive, solutions-oriented mindset with a passion for continuous improvement

Responsabilités

• Lead end-to-end team operations including workforce planning, onboarding, coaching, and retention
• Drive performance by setting goals aligned with business and client objectives
• Champion operational excellence with compliance to internal standards and regulatory requirements
• Provide real-time coaching on the floor, remove roadblocks, energize teams
• Analyze performance and quality metrics to deliver actionable insights and coaching
• Foster accountability, engagement, and continuous improvement

Connaissances

Leadership

Coaching

Stakeholder management

People development

Communication

Performance management

Description du poste

Are you a people-first leader who thrives in fast-paced, performance-driven environments? We’re looking for a dynamic Operations Leader to drive excellence, inspire teams, and elevate customer experience within a high-growth BPO setting.

This is an opportunity to step into a high-impact role where your leadership directly shapes performance, culture, and client success.

What You’ll Do

• Lead end-to-end team operations including workforce planning, onboarding, coaching, and retention

• Drive performance by setting clear goals and aligning execution with business and client objectives

• Champion operational excellence by ensuring compliance with internal standards and regulatory requirements

• Maintain strong on-the-floor presence-coaching in real time, removing roadblocks, and energizing teams

• Analyze performance and quality metrics, delivering actionable insights and targeted coaching

• Foster a culture of accountability, engagement, and continuous improvement

• Effectively cascade updates, priorities, and changes across all levels

• Act as a role model promoting collaboration, ownership, and an inclusive work environment

What We’re Looking For

• At least 3 years of leadership experience in a BPO or contact center environment

• Proven track record in managing performance within a metrics-driven operation

• Strong coaching, communication, and stakeholder management skills

• Ability to balance business results with people development and engagement

• A proactive, solutions-oriented mindset with a passion for continuous improvement

Equal Opportunity Employer

Alorica is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic.