Operations Manager

IntouchCX; Metro Manila; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

IntouchCX is seeking an Operations Manager to direct and manage all operational activities for designated programs. You will oversee KPI performance, service levels, and coach and recruit Team Leaders to ensure high-quality delivery.

The role requires post-secondary education, 5+ years in contact centers, and at least 3 years in operations management, with strong leadership, collaboration and communication skills to drive client satisfaction and business results.

Qualifications

• Completion of post-secondary education; business/commerce background preferred.
• Minimum 5 years in the contact center industry.
• At least 3 years in an Operations Management role overseeing front-line employees.
• Experience in client relationship management and employee development/coaching.
• Experience dealing with escalated issues in a contact center.
• Ability to work across cross-functional teams.
• Strong time management and organizational skills.
• Excellent communication skills (listening, verbal and written).
• Leadership, critical thinking and problem solving abilities.
• Ability to use spreadsheets to maintain and develop reporting.
• Typing 30 WPM with accuracy.
• Ability to work independently and in a team in a fast-paced environment.
• Strong knowledge of Google Suite preferred.

Responsibilities

• Plan, staff and direct the operational functions.
• Manage and supervise teams.
• Train, develop and engage employees to grow and retain talent.
• Manage performance to meet KPI targets and SLAs.
• Analyze reports to measure production and identify root causes.
• Develop reporting to track operational statistics and results.
• Develop solutions to improve business performance and partner success.
• Use analytics to develop solutions for ad hoc issues.
• Motivate teams through coaching and relationship building.
• Develop and deploy incentive programs.
• Coordinate staffing schedules with Operations Support/Workforce Management.
• Collaborate with HR, IT and other departments to resolve issues.
• Contribute operational insight in partner meetings.

Skills

People leadership

KPIs & performance management

Staff scheduling & staffing planning

Coaching & development

Cross-functional collaboration

Communication (verbal & written)

Analytical thinking / data analysis

Time management

Google Suite proficiency

Typing speed 30 WPM

Education

Post-secondary education (Business/Commerce)

Tools

Google Suite (Sheets, Slides, Docs, Drive)

Job description

About the Job

We’re searching for an Operations Manager to direct and manage all operational activities for certain programs while contributing to the campus’s overall strategic direction. This role will execute day-to-day operational activities including managing Key Performance Indicators (KPIs), managing Service Levels and coaching and recruiting Team Leaders.

As Operations Manager, You Will…

• Ensure proper planning, staffing and direction of the operational functions
• Manage and supervise teams
• Ensure proficient training, professional development and employee engagement to prepare, grow and retain employees
• Manage operational performance to meet KPI targets and Service Level Agreements through optimum quality and service
• Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
• Develop customized reporting to measure and track operational statistics, data and results
• Develop solutions to improve business performance and partner success
• Use analytics, investigation and reasoning to quickly develop solutions for ad hoc issues
• Motivate teams through relationship building and real-time coaching
• Develop and deploy incentive programs to motivate employees to achieve desired outcomes
• Authorize and coordinate changes in staffing schedules by collaborating with the Operations Support Team and/or Workforce Management Team
• Collaborate with other departments within the organization (HR, IT, etc) to resolve issues
• Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings

As Operations Manager, You Have…

• Completion of post-secondary education (a major in Business or Commerce will be considered an asset)
• A minimum of 5 years of experience in the contact center industry
• At least 3 years of experience in an Operations Management role overseeing front-line employees
• Experience in client relationship management and employee development/coaching
• Experience dealing with escalated issues in a contact center capacity
• The ability to successfully work across cross-functional teams
• A positive work ethic and commitment to achieve the best possible outcomes
• The passion to be a role model that exemplifies our 10 Things (cultural values)
• Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner
• Excellent communication skills; listening, verbal and written
• Ability to assess the “big picture” and draw connections between inputs and outputs
• Possess leadership qualities such as critical thinking and problem solving to aid in overcoming difficult situations
• Ability to use spreadsheet applications to maintain and develop operational and financial data reporting
• Ability to type 30 WPM with accuracy
• Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
• Strong knowledge of Google Suite (Sheets, Slides, Docs, Drive) preferred