Operations Manager

Manatal; Parañaque; On-site; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Competitive rewards

Healthcare coverage

Paid time off

Career growth

Inclusive culture

Job summary

MicroSourcing in Parañaque is seeking a Team Leader to direct daily call center operations, hitting SLAs, CSAT, and handle times.

The role focuses on coaching Leaders, optimizing workflows, and partnering with HR, IT, and logistics to ensure service delivery, with a 40-50+ hour workweek on-site.

As part of MicroSourcing's inclusive culture, you will lead performance reviews, manage budgets, and report weekly metrics to senior leadership.

Qualifications

• 3+ years managing call center operations or related teams.
• Strong ability to analyze KPIs (AHT, FCR, occupancy, shrinkage) and translate data into action plans.
• Proficiency with CRM systems, WFM tools, ACD platforms, and MS Office (Excel).
• Able to work 40-50+ hours per week in a fast-paced environment.
• Experience in moving, storage, supply chain, or field service logistics preferred.

Responsibilities

• Direct daily call center activities, ensuring team leads and agents hit SLAs, CSAT, and handle times.
• Manage and mentor Team Leaders, conduct performance reviews, and build leadership succession plans.
• Optimize call flows, routing rules, and scheduling to maintain peak operational efficiency.
• Oversee high-priority customer escalations and resolve system-level bottlenecks.
• Partner with HR, IT, and field logistics teams to align staffing, software tools, and service delivery.
• Analyze performance data, track budgets, and deliver weekly metrics reports to executive leadership.

Skills

Management experience

KPI analysis

CRM systems

Workforce management

ACD platforms

MS Excel

Problem solving

Full-time schedule

Tools

CRM systems

WFM tools

ACD platforms

Job description

Discover your 100% YOU with MicroSourcing!

Position: Operations Manager
Location: Harton Corporate Centre, Parañaque
Work setup & shift: Onsite | Night Shift

Why join MicroSourcing?

You'll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your role

As a Team Leader, you will:

• Operations Management: Direct daily call center activities, ensuring team leads and agents hit targets for SLAs, CSAT, and call handle times.
• Leadership & Coaching: Manage and mentor Team Leaders, conduct performance reviews, and build leadership succession plans.
• Strategy & Workflow: Optimize call flows, routing rules, and scheduling to maintain peak operational efficiency.
• Escalations & Issue Prevention: Oversee high-priority customer escalations and resolve system-level operational bottlenecks.
• Cross-Department Collaboration: Partner with HR, IT, and field logistics teams to align staffing, software tools, and service delivery.
• Budget & Reporting: Analyze performance data, track operational budgets, and deliver weekly metrics reports to executive leadership.

What You Need:

Non-negotiables:

• Management Experience: 3+ years managing call center operations, team leaders, or operational departments.
• Data & Metric Analysis: Strong ability to analyze KPIs (AHT, FCR, occupancy rates, shrinkage) and translate data into action plans.
• Technical Proficiency: Expertise in CRM systems, workforce management tools, ACD platforms, and MS Office (especially Excel).
• Problem Solving & Decision Making: Proven track record of handling high-pressure operational challenges and critical customer issues.
• Schedule Availability: Capacity to manage full-time operational demand (40-50+ hours per week) in a fast-paced environment.

Preferred Skills/Experience:

• Industry Background: Direct experience in moving, storage, supply chain, or field service logistics.
• Process Improvement: Certification or experience in Lean Six Sigma, Process Mapping, or Agile management.
• Vendor & Platform Integration: Experience selecting, implementing, or upgrading CRM, ticketing, or telephony software.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth.

Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/
Terms & conditions apply.*