Operations Manager

TELUS Digital; Quezon City; On-site; PHP 614,000 - 1,004,000; Full time

Job summary

TELUS Digital seeks an Assistant Manager for Call Center Operations to drive profitability and meet client KPIs. You will monitor queues, manage staffing with Workforce Management, and ensure compliance with metrics and policies.

Requirements include a Bachelor's degree and 2–3 years in call center operations in a supervisory role, plus proficiency in CMS/IEX and MS Office. You will coach teams, manage performance, and design incentive schemes.

Qualifications

• Bachelor's degree required.
• 2–3 years in Call Center Operations in an Assistant Managerial or Managerial capacity.
• Experience with call center software (CMS/IEX) and MS Office.

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 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, feedback meetings, and recognizing top performers.
• Design and implement incentive schemes to drive floor performance.
• Ensure timely and effective communication of all updates to program team members.

Skills

Coaching and performance management

Staffing & scheduling

Communication

Education

Bachelor's Degree

Tools

CMS/IEX

MS Office

Job description

• 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.