Operations Manager

Awesome CX; Davao del Sur; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Awesome CX by Transcom is seeking an Operations Manager for the Davao site. You will lead profitability efforts, oversee performance of teams, and manage client interactions to ensure service delivery excellence.

Successful candidates will have 2+ years in leadership within a BPO or CX environment, strong analytical and strategic planning abilities, and proven vendor/client relationship management skills. This role requires a hands-on leader who can drive growth and maintain high standards.

Qualifications

• 2+ years leadership experience as Operations Manager in BPO or customer experience operations
• Strong analytical, strategic planning, and team management skills
• Excellent communication and decision-making abilities
• Experience in managing vendor partnerships and client relationships

Responsibilities

• Lead profit and growth through forecast accuracy and budgeting
• Define recruitment needs with HR and develop Team Leaders
• Set and monitor quality and quantity targets for clients/projects
• Promote teamwork and ensure high employee satisfaction
• Develop and maintain effective performance management and succession planning
• Understand price structures and profitability goals; ensure client understanding and buy-in
• Grow revenue by expanding existing accounts and pursuing new business opportunities
• Foster an open, energetic culture aligned with company objectives

Job description

Join our Awesome CX by Transcom Family as a Operations Manager

Awesome CX by Transcom is looking for talented individuals like you to join our awesome team! Be a Operations Manager for our Awesome CX by Transcom Davao site. This role is responsible for the profit and growth of his/her business area through employee performance management, service delivery and client interaction.

Responsibilities:

The position requires effective leadership and business execution for the following key focus areas. Additional responsibilities may be added as the needs of the business change and expand:

Profit and Growth

• Deliver accurate data to produce the forecast
• Develop realistic budgets

People

• Define needs for Team Leader recruitment in conjunction with HR
• Be in charge of Team Leader development and support, and define
• Team Leader training needs
• Set and follow up on quality and quantity targets for theallocated Clients/projects
• Promote teamwork
• Ensure that employee satisfaction is high and attrition is low within the allocated production unit
• Develop and maintain effective performance management
• Lead by example
• Maintains a sound plan of corporate organization
• Work with Human Resources to establish policies that will insure adequate management development and to provide for management succession

Business

• Have a deep understanding of the price structure and the profitability goals of the company
• Ensure that price structures are communicated and understood by every member of his/her business unit
• Proactively respond to variances in targets and service levels
• Prepare and/or support preparation for commercial negotiations
• Ensure that profitability is calculated accurately prior to agreement and all costs (including capital investments) are accounted for
• Plan and implement expansions to current business
• Plan for and implement new businesses
• Drive negotiations toward agreement ensuring company risks and profit objectives are covered at all times
• Ensure that revenue streams cover committed costs wherever possible
• Ensures a continued positive relationship with the client by building a bridge to the client and evaluating the opportunities for growth
• Grow revenue from existing clients and participants in securing new business as well as facilitate internal & client business reviews
• Ensure clients satisfaction through continuous business improvements
• Seek to increase client revenue and develop a partnership
• Strategic alliance with client’s marketing strategy, knowledge ability of clients’ culture, legislation regulations, and market trends

Culture

• Proactively promote the Company's Vision objectives
• Ensure that the company's standard procedures are implemented and complied with at all times within his/her business area
• Create an open and energetic culture within his/her business unit
• Ensure that objectives are set for every member of his/her business area and production unit in line with the company and business objectives
• Ensure a high level of morale and a sense of loyalty to the company in each individual
• Provide feedback to Corporate Governance on ideas for improving standards and processes

Process and Integrity

• Continuously review procedures and implement improvements implement company standard practices
• Ensure that demand forecasting is as accurate as possible and that resources deployed match demand effectively
• Promote synergistic teamwork with the Business Support Team ensuring that all data is accurate and completed on time communication
• Attend internal meetings with other staff of the contact center
• Directly responsible for all communication with and support of Team Leaders
• Pursue communication with Clients that have been allocated to the Operations Manager’s responsibility

What we are looking for:

To be successful in this role you must...

• Proven 2 years+ leadership experience as Operations Manager in BPO or customer experience operations
• Strong analytical, strategic planning, and team management skills
• Excellent communication and decision-making abilities
• Experience in managing vendor partnerships and client relationships to ensure service delivery excellence