OPERATIONS MANAGER

BIYAHEKO.PH; Makati; On-site; PHP 400,000 - 700,000; Full time

Benefits offered by this job

Competitive salary

Government-mandated benefits (SSS,Phil

Job summary

BIYAHEKO.PH is seeking a results-driven Operations Manager to oversee daily operations across telesales, customer care, and service delivery in the travel industry. You will lead fast-paced teams, develop sales strategies, monitor KPIs, and ensure efficient ticket management and high-quality customer experiences.

This hands-on role demands strong leadership and a focus on revenue growth. The ideal candidate has 3–5 years in operations/sales leadership, excels at process optimization, and can

Qualifications

• 3–5 years of experience in operations management, sales management, or customer service.
• Proven ability to lead telesales and customer care teams.
• Strong ability to monitor KPIs, SLAs, and performance metrics.
• Experience in BPO or call center operations is an advantage.
• Excellent English communication and leadership skills.

Responsibilities

• Oversee daily operations across telesales, customer care, and service delivery.
• Develop and monitor sales strategies, scripts, and closing approaches.
• Manage ticket creation, categorization, prioritization, and closure.
• Lead teams, provide coaching, and drive performance against targets.
• Escalate complex issues and coordinate with stakeholders to resolve them.
• Establish SOPs and monitor KPIs/CSAT to improve service quality.

Skills

Inbound telesales

Outbound telesales

Sales performance

Customer engagement

Team leadership

Operations management

KPIs and SLAs

Ticket management

Coaching and mentoring

Job description

We are looking for a results-driven and experienced Operations Manager to oversee and manage the company's daily operations, with a strong focus on telesales, customer care, and service delivery within the travel and tourism industry.

The ideal candidate must have extensive experience in sales and customer service operations, particularly in handling inbound and outbound telesales, managing customer inquiries, overseeing ticket and case management processes, and resolving escalated concerns. The candidate must also possess strong leadership and operational management capabilities to supervise teams, drive sales performance, improve customer satisfaction, and ensure efficient business operations.

This role requires a hands-on leader who can develop sales strategies, monitor team performance, establish operational procedures, ensure proper ticket creation and closure, and implement improvements that contribute to the company's revenue growth and overall service quality.

KEY RESPONSIBILITIES

1. Operations Management

Oversee and manage the company's daily customer service, telesales, and operational activities.

Develop, implement, and monitor operational strategies to achieve business objectives, sales targets, and service standards.

Establish and monitor key performance indicators (KPIs), service level agreements (SLAs), productivity, and overall team performance.

Identify operational gaps, workflow inefficiencies, and areas for improvement.

Develop and implement standard operating procedures (SOPs) to ensure consistency and efficiency in daily operations.

Prepare and present regular operational reports, performance updates, and recommendations to management.

Ensure proper coordination between departments to maintain smooth business operations.

2. Telesales and Sales Performance

Oversee and manage inbound and outbound telesales activities, with a strong emphasis on lead generation, customer engagement, and successful sales conversion.

Develop and implement effective telesales strategies, sales scripts, call handling techniques, and closing approaches.

Monitor sales pipelines, lead generation, follow-ups, conversion rates, and individual and team sales performance.

Ensure that sales representatives effectively handle customer inquiries, objections, negotiations, upselling, cross-selling, and closing opportunities.

Establish sales targets and performance expectations for the telesales team.

Conduct regular sales performance reviews and implement strategies to improve conversion rates and achieve revenue targets.

Identify opportunities to increase sales, generate new business, and strengthen customer relationships.

Coach and guide sales representatives in effective communication, persuasion, objection handling, and closing techniques.

3. Customer Care and Ticket Management

Oversee customer service operations and ensure professional handling of inquiries through inbound and outbound calls, emails, and other communication channels.

Ensure proper creation, documentation, categorization, prioritization, assignment, monitoring, and closure of customer tickets and service requests.

Establish an efficient ticket management process to ensure all customer concerns are properly recorded, tracked, assigned, and resolved within established timelines.

Monitor ticket backlogs, pending cases, resolution times, and recurring customer concerns.

Ensure accurate documentation of customer interactions, case updates, resolutions, and follow-up activities.

Ensure customer inquiries and concerns related to travel bookings, reservations, travel arrangements, and other company services are handled efficiently.

Implement procedures to improve First Contact Resolution (FCR), Customer Satisfaction (CSAT), and overall service quality.

Regularly review ticket management performance and identify opportunities to improve response and resolution times.

4. Escalation and Issue Resolution

Act as the primary escalation point for complex customer complaints, unresolved tickets, high-priority cases, and operational concerns.

Ensure timely investigation, coordination, resolution, and proper closure of escalated cases.

Coordinate with internal departments, travel partners, service providers, and other relevant stakeholders to resolve customer and operational issues.

Assess customer complaints and determine appropriate resolutions while considering company policies and customer satisfaction.

Conduct root cause analysis to identify recurring issues and implement preventive measures.

Establish clear escalation procedures and ensure proper documentation and follow-through.

Monitor escalated cases to ensure accountability and prevent unresolved concerns from accumulating.

5. Leadership and Team Management

Lead, supervise, and manage customer care and telesales teams to ensure operational efficiency and achievement of performance targets.

Provide regular coaching, mentoring, training, and performance feedback to team members.

Establish clear team objectives, individual performance expectations, and accountability standards.

Conduct regular team meetings, performance reviews, and coaching sessions to address performance gaps and recognize achievements.

Monitor employee productivity, attendance, work quality, and overall performance.

Support recruitment, onboarding, training, and development of team members.

Identify high-performing employees and develop their potential for leadership and career advancement.

Address employee performance concerns and implement appropriate performance improvement plans.

Foster a professional, accountable, and results-oriented working environment.

QUALIFICATIONS AND REQUIREMENTS

At least 3-5 years of relevant work experience in Operations Management, Sales Management, Customer Service, Telesales, or a related field.

Previous experience in an Operations Manager, Operations Supervisor, Team Leader, or similar leadership position is preferred.

Strong background in inbound and outbound telesales, preferably with demonstrated experience managing sales teams and achieving sales targets.

Experience in customer service and operations management, preferably within the travel and tourism industry.

Experience in BPO or call center operations is an advantage, particularly in telesales, customer care, and team management.

Solid understanding of sales processes, customer service operations, performance monitoring, KPIs, SLAs, and quality assurance.

Strong knowledge of ticket creation, categorization, assignment, prioritization, tracking, escalation, resolution, and closure procedures.

Excellent verbal and written English communication skills, with strong professional call handling and business communication abilities.

Strong leadership, coaching, team management, decision-making, and problem-solving capabilities.

Ability to manage escalated customer concerns and resolve operational issues effectively.

Highly organized, analytical, and results-oriented, with the ability to manage multiple priorities in a fast-paced environment.

Willingness to take an active and hands-on approach to managing daily operations and team performance.

BENEFITS AND COMPENSATION

Competitive salary package.

Government-mandated benefits (SSS, PhilHealth, and Pag-IBIG).

Paid leaves and other leave benefits, subject to company policy.

Opportunities for career growth and professional development.

Training and development opportunities.

Supportive and collaborative working environment.