Operations Manager

TELUS Digital; Philippines; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

TELUS Digital is seeking an experienced Call Center Operations Manager for a full-time, onsite role at Araneta, Cubao. The position requires night shift coverage and leads a team to meet client KPIs while ensuring service excellence and operational efficiency.

The role emphasizes staffing, adherence to policies, performance coaching, and developing incentive programs to drive results in a fast-paced environment.

Qualifications

• Bachelor's degree required.
• 2–3 years of experience in call center operations or related fields.
• Proficiency in call center operations, MS Office, and CMS/IEX.
• Prior knowledge of client-specifics preferred.

Responsibilities

• Drive program profitability by meeting client KPIs and targets.
• Manage operations, including queue monitoring and adherence to service metrics.
• Ensure optimal staffing levels by maintaining company-set ratios, coordinating with Workforce Management, and managing labor requirements based on call volume forecasts.
• Uphold company and client policies and procedures, ensuring team adherence to attendance, scheduling, and workplace decorum.
• Lead performance management through coaching, appraisals and feedback meetings, implementing disciplinary action for non-performers, and recognizing top performers.
• Design and implement incentive schemes to drive floor performance.
• Ensure timely and effective communication of all company and client updates to program team members.

Skills

Call Center Operations

MS Office

Client-specifics knowledge

Education

Bachelor's Degree

Tools

CMS/IEX

Job description

Summary of Responsibilities:

• Drive program profitability by meeting client KPIs and targets.
• Manage operations, including queue monitoring and adherence to service metrics.
• Ensure optimal staffing levels by maintaining company-set ratios, coordinating with Workforce Management, and managing labor requirements (e.g., overtime) based on call volume forecasts.
• Uphold company and client policies and procedures, ensuring team adherence to attendance, scheduling, and workplace decorum.
• Lead performance management through coaching, conducting appraisals and feedback meetings, implementing disciplinary action for non-performers, and recognizing/rewarding top performers.
• Design and implement incentive schemes to drive floor performance.
• Ensure timely and effective communication of all company and client updates to program team members.

Required Skills and Qualities:

• Bachelor's Degree
• 2 to 3 years of experience in Call Center Operations, Customer Service, BPO, or Telecommunications in an Assistant Managerial or Managerial capacity.
• Proficiency in call center operations, MS Office applications, and call center-specific software/systems (e.g., CMS/IEX).
• Prior knowledge of client-specifics preferred.

Work Setup:

• Full onsite / Night Shift
• Site Location: Araneta, Cubao