Operations Manager

IntouchCX; Pampanga; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

IntouchCX in Clark Freeport, Pampanga, Philippines is seeking 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 KPI management, service levels and coaching and recruiting Team Leaders.

You will oversee staffing, supervise teams, train and develop employees, analyze reports to measure production, develop reporting, and

Qualifications

• Completion of post-secondary education (a major in Business or Commerce will be considered an asset)
• Minimum 5 years of experience 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 capacity
• Ability to work across cross-functional teams
• Strong time management and organizational skills
• Excellent communication skills (written and verbal)
• Leadership qualities and problem solving
• Experience using spreadsheet software for reporting

Responsibilities

• Direct and manage all operational activities for designated programs
• Plan staffing and direction of operational functions
• Supervise teams and coach leaders
• Ensure training and employee development to retain staff
• Manage performance to meet KPI targets and SLAs
• Analyze reports to measure production and identify root causes
• Develop reporting to track statistics and results
• Develop solutions to improve performance and partner success
• Collaborate with HR, IT and other departments to resolve issues
• Provide real-time coaching and motivate teams
• Coordinate staffing changes with Operations Support/Workforce teams

Skills

Contact center experience

Operations management

Client relationship management

Coaching & development

KPI & SLA management

Cross-functional collaboration

Google Workspace

Data analysis

Time management

Communication skills

Leadership

Typing 30 WPM

Education

Associate Degree in Business/Commerce

Tools

Google Workspace

Job description

Operations ManagerReq #4136Clark Freeport, Pampanga, PhilippinesJob DescriptionPosted Wednesday, July 15, 2026 at 6:00 p.m.

About IntouchCXIntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

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

Job DetailsPay TypeSalaryEducation LevelAssociate Degree