Operations Manager

ResultsCX Named ‘Major Contender’ in Everest Group; Cebu City; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

ResultsCX is hiring an Operations Manager in Lapu-lapu City, Philippines. This role leads Customer Service teams, maintains client relationships, and acts as the point of contact for program information to ensure high-quality service delivery.

The manager roles include coaching teams, meeting financial targets, and driving continuous improvement across operations. The team includes Supervisors, Call Center Agents, and client customers.

Qualifications

• Review and analyze program performance to determine program needs.
• Approve personnel activities concerning hiring, training, development, and performance management.
• Provide written performance appraisals.
• Act when necessary as a problem-solving escalation point for Supervisors and front-line RAs.
• Meet forecasted or budgeted financial targets including occupancy and bill-to-pay percentage.
• Identify and oversee program/problem resolution.
• Maximize potential of subordinates through coaching, development, and effective performance management methods.
• Track client issues and maintains client correspondence and issue resolution.
• Support Results' goals by implementing and facilitating processes that promote continuous improvement, resulting in improved service quality and/or reduced operating expenses.

Responsibilities

• Review and analyze program performance to determine program needs.
• Approve personnel activities concerning hiring, training, development, and performance management.
• Provide written performance appraisals.
• Act when necessary as a problem-solving escalation point for Supervisors and front-line RAs.
• Meet forecasted or budgeted financial targets including occupancy and bill-to-pay percentage.
• Identify and oversee program/problem resolution.
• Maximize potential of subordinates through coaching, development, and effective performance management methods.
• Track client issues and maintains client correspondence and issue resolution.
• Support Results' goals by implementing and facilitating processes that promote continuous improvement, resulting in improved service quality and/or reduced operating expenses.

Skills

Customer service

Communication

Relationship management

Data interpretation

Problem solving

Job description

Operations Manager

Full Location: Lapu-lapu - PH

As Operations Manager in ResultsCX, you will be responsible for developing and maintaining relationships as the single point of contact for internal and external information regarding specific client program. This role manages Customer Service teams, monitors and tracks deliverable to ensure quality service delivery to our clients.

In ResultsCX, employees in the Operations Manager role provide World-class support to a team of Supervisors, Call Center Agents, and our clients' customers, as well as consistently driving to exceed performance targets. Our managers support and develop their Customer Service Teams by providing and delivering a Best-In-Class level of coaching in areas of call center performance, customer service, technology, and professional development.

In This Role You Will

• Review and analyze program performance to determine program needs
• Approve personnel activities concerning hiring, training, development, and performance management
• Provide written performance appraisals
• Act when necessary as a problem-solving escalation point for Supervisors and front-line RAs
• Meet forecasted or budgeted financial targets including occupancy and bill-to-pay percentage
• Identify and oversee program/problem resolution
• Maximize potential of subordinates through coaching, development, and effective performance management methods
• Track client issues and maintains client correspondence and issue resolution
• Support Results' goals by implementing and facilitating processes that promote continuous improvement, resulting in improved service quality and/or reduced operating expenses. Review workflow to ensure improved

We Are Looking For Someone Who Can

• Provide superior customer service to both internal and external clients.
• Work well with people and has exceptional, professional communication skills both written and verbal
• Create and effectively present information and processes to internal and external teams.
• Develop and maintain key professional customer relationships
• Define, collect data, establish facts, and solve problems

Why Join ResultCX

• Employee Performance Incentives and Prizes
• Frequent Employee events, games, parties, and all-around fun in the workplace
• Healthcare Benefits
• Opportunity to grow with ResultsCX if that’s "Your Greater"

About ResultsCX

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX's 30+-year track record for reimagining the customer experience to meet consumers' evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.

Results-CX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.