Operations Manager

Alorica Inc.; Lipa; On-site; PHP 1,500,000 - 2,100,000; Full time

Job summary

Alorica Inc. in Batangas is seeking an experienced Operations Manager to oversee assigned LOBs and drive performance across teams. You will lead, coach, and engage staff while aligning operations with client objectives and business results.

The role requires strong leadership, data-driven decision making, KPI management, and financial acumen to manage budgets and cost performance, while ensuring customer experience and service quality.

Qualifications

• At least 3 years of leadership experience in a BPO or contact center environment.
• Proven experience in Operations Management and overall LOB management.
• Strong background in People Leadership & Team Management.
• Demonstrated expertise in KPI and Performance Management within a metrics-driven operation.
• Strong data analysis and problem-solving skills, with the ability to translate insights into actionable business strategies.
• Excellent client and stakeholder management and communication skills.
• Experience in process improvement and continuous improvement initiatives.
• Strong financial acumen, with an understanding of cost management, budgeting, and operational financial performance.
• Ability to remain composed and decisive when managing crises, escalations, and operational challenges.

Responsibilities

• Oversee the overall management of assigned LOBs, ensuring operational performance is aligned with business and client objectives.
• Lead and develop high-performing teams through effective people leadership, coaching, performance management, and employee engagement.
• Monitor and drive key operational KPIs and hygiene metrics, identifying gaps and implementing action plans to improve performance.
• Analyze operational data and trends to support data-driven decision-making and identify opportunities for improvement.
• Manage client and stakeholder relationships, ensuring effective communication, alignment, and timely resolution of business concerns.
• Drive process improvement and operational excellence initiatives to improve efficiency, quality, customer experience, and overall business results.
• Ensure compliance with company policies, client requirements, and operational standards.
• Manage assigned financial responsibilities, including budget utilization, cost management, and financial performance of the LOB.
• Demonstrate strong crisis leadership by effectively managing escalations, operational disruptions, and other critical business situations.
• Communicate business priorities, performance results, and operational updates effectively across teams and stakeholders.
• Foster a culture of accountability, ownership, collaboration, and continuous improvement.

Skills

Leadership experience

KPI & performance management

Data analysis

Client & stakeholder management

Process improvement

Financial acumen

Crisis leadership

Communication

Job description

Job Description

• Oversee the overall management of assigned LOBs, ensuring operational performance is aligned with business and client objectives.
• Lead and develop high-performing teams through effective people leadership, coaching, performance management, and employee engagement.
• Monitor and drive key operational KPIs and hygiene metrics, identifying gaps and implementing action plans to improve performance.
• Analyze operational data and trends to support data-driven decision-making and identify opportunities for improvement.
• Manage client and stakeholder relationships, ensuring effective communication, alignment, and timely resolution of business concerns.
• Drive process improvement and operational excellence initiatives to improve efficiency, quality, customer experience, and overall business results.
• Ensure compliance with company policies, client requirements, and operational standards.
• Manage assigned financial responsibilities, including budget utilization, cost management, and financial performance of the LOB.
• Demonstrate strong crisis leadership by effectively managing escalations, operational disruptions, and other critical business situations.
• Communicate business priorities, performance results, and operational updates effectively across teams and stakeholders.
• Foster a culture of accountability, ownership, collaboration, and continuous improvement.
• At least 3 years of leadership experience in a BPO or contact center environment.
• Proven experience in Operations Management and overall LOB management.
• Strong background in People Leadership & Team Management.
• Demonstrated expertise in KPI and Performance Management within a metrics-driven operation.
• Strong data analysis and problem-solving skills, with the ability to translate insights into actionable business strategies.
• Excellent client and stakeholder management and communication skills.
• Experience in process improvement and continuous improvement initiatives.
• Strong financial acumen, with an understanding of cost management, budgeting, and operational financial performance.
• Ability to remain composed and decisive when managing crises, escalations, and operational challenges.