Operations Manager

Solugenix; Morong; Hybrid; PHP 900,000 - 1,300,000; Full time

Job summary

Solugenix is seeking an Operations Manager in the Philippines to lead frontline supervisors and remote teams, ensuring service delivery against SLAs, KPIs, and budgets while maintaining high customer satisfaction. You will act as a primary operations leader for assigned programs and collaborate with the Director of Operations on strategic initiatives and client growth.

Responsibilities include overseeing a distributed workforce, developing procedures, forecasting capacity, managing attendance,

Qualifications

• Minimum 4 years in an Operations Manager role within a call center.
• Minimum 7–9 years of experience in a call center or support environment.

Responsibilities

• Oversee a team of remote employees and foster a growth-oriented environment.
• Lead supervisors to meet account targets and customer service goals.
• Develop and implement effective operational procedures.
• Ensure meeting and exceeding service levels and performance metrics.
• Coordinate resource forecasting and capacity planning for new client implementations.
• Produce daily, weekly, and monthly performance statistics for management.

Job description

The Operations Manager is responsible for the day-to-day operational execution of assigned customer support programs. This role ensures service delivery performance against contractual Service Level Agreements (SLAs), operational KPIs, and financial targets while maintaining a high level of customer satisfaction.

The Operations Manager leads frontline supervisors and support teams to deliver consistent operational performance, maintain workforce readiness, and drive continuous improvement across service operations.

This position acts as a primary operational leader for assigned programs and partners closely with the Director of Operations on strategic initiatives, client growth opportunities, and operational optimization.

Essential Duties and Responsibilities:

The essential duties and responsibilities can include the following. However, other duties may be assigned.

• Oversee a team of remote employees while providing a positive, growth-oriented environment.
• Lead supervisor(s) to foster a positive, growth-oriented environment and to meet account targets.
• Develop and implement effective operational procedures.
• Lead team to meet or exceed customer service level agreements and objectives.
• Track and manage attendance and leave requests.
• Set performance standards to meet service goals for customers that are reflective of Solugenix's overall quality standards.
• Ensure that sufficiently skilled resources are scheduled to achieve service levels and other metrics.
• Develop capacity and hiring plans needed to ensure all service levels are consistently met in partnership with the recruitment team.
• Support the business relationship and establish relationships with key stakeholders.
• Partner with peers to develop and implement continuous improvement initiatives that add value to CSS and their clients.
• Understand the client's business, industry trends, strategy, and organizational structure.
• Identify and support the development of future service opportunities.
• Identify and develop high-performing employees in partnership with CSS Managers.
• Maintain an in-depth working knowledge of Company systems and processes.
• Provide feedback to management regarding service failures or customer concerns.
• Produce and report daily, weekly, and monthly statistics for management making recommendations to ensure optimum resource utilization.
• Coordinate resource forecasting to ensure new client implementations are effectively and successfully integrated into operations.

To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving - Identifies and resolves problems in a timely manner. Gathers and analyzes information skillfully. Develops alternative solutions.
• Strategic Thinking - Develops strategies to achieve organizational goals. Understands organization's strengths & weaknesses. Analyzes the market and competition. Identifies external threats and opportunities. Adapts strategy to changing conditions.
• Business Acumen - Understands business implications of decisions. Displays orientation to profitability. Demonstrates knowledge of the market and competition. Aligns work with strategic goals.
• Cost Consciousness - Works within approved budget. Develops and implements cost saving measures. Contributes to profits and revenue. Conserves organizational resources.
• Leadership - Exhibits confidence in self and others. Inspires and motivates others to perform well. Effectively influences actions and opinions of others. Accepts feedback from others. Gives appropriate recognition to others.
• People Management - Includes staff in planning, decision-making, facilitating, and process improvement. Takes responsibility for subordinates' activities. Makes self-available to staff. Provides regular performance feedback. Develops subordinates' skills and encourages growth. Solicits and applies customer feedback (internal and external). Fosters quality focus in others. Improves processes, products, and services. Continually works to improve supervisory skills.
• Communication - Speaks clearly and concisely using proper grammar in both oral and written communication.
• Results Orientation - Focuses on the desired result of one’s own work, setting challenging goals, putting effort into the goals, and meeting or exceeding them even when under pressure.

Supervisory Responsibility:

• Responsible for the leadership and supervision of a team.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Interview, hire, and train employees.
• Plan, assign, and direct the work of Supervisors, Technical Support Professionals, Leads, and Customer Support Professionals.
• Coach and develop the team.

Language Skills:

Ability to read, analyze, and interpret complex documents. Ability to respond effectively to sensitive inquiries or complaints. Ability to effectively present information to employees, customers, and management.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to solve complex problems via a logical, analytic approach.

Other Skills and Abilities:

Ability to multitask. Ability to work in a fast-paced environment. Strong time management and organizational skills.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job operates in a professional office environment or a home office environment. If the role is being performed in a home office environment, the home office must have a door that can be closed to avoid outside distractions. The role routinely uses standard office equipment such as a computer and soft phone.

Position Type/Expected Hours of Work:

This is a full-time position. Days and hours of work may vary. Evening and weekend work may be required as job duties demand.

Education and/or Experience Required:

• A minimum of 4 years of experience in an Operations Manager role in a call center environment.
• A minimum of 7-9 years working in a call center or support environment.

Preferred:

AP/EEO Statement

Solugenix provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

About Solugenix

Solugenix is a leader in IT services, delivering cutting-edge technology solutions, exceptional talent, and managed services to global enterprises. With extensive expertise in highly regulated and complex industries, we are a trusted partner for integrating advanced technologies with streamlined processes. Our solutions drive growth, foster innovation, and ensure compliance—providing clients with reliability and a strong competitive edge.

Recognized as a 2024 Top Workplace, Solugenix is proud of its inclusive culture and unwavering commitment to excellence. Our recent expansion, with new offices in the Dominican Republic, Jakarta, and the Philippines, underscores our growing global presence and ability to offer world-class technology solutions. Partnering with Solugenix means more than just business - it means having a dedicated ally focused on your success in today's fast-evolving digital world.