Operations Manager

IntouchCX; San Juan; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

IntouchCX in the Philippines seeks an experienced Operations Manager to direct day-to-day operational activities across programs, drive KPI achievement and service levels, and coach and develop Team Leaders.

You will plan staffing, supervise teams, and collaborate across HR and IT to optimize performance, reporting, and client satisfaction in a fast-paced contact center environment.

This role requires strong leadership, data analysis, and a proactive approach to problem solving.

Qualifications

• Completion of post-secondary education in Business or Commerce or related field.
• 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 organizational, time management and prioritization skills.

Responsibilities

• Direct and manage day-to-day operational activities for programs and achieve KPI targets and service levels.
• Supervise and coach teams; recruit and develop Team Leaders.
• Ensure effective training and employee engagement to grow and retain staff.
• Analyze reports and data to measure production and identify root causes of underperformance.
• Develop customized reporting to track operational statistics and results.
• Collaborate with HR, IT and other departments to resolve issues and optimize performance.
• Develop incentive programs to motivate teams and improve outcomes.
• Coordinate staffing schedules with Operations Support and Workforce Management teams.
• Participate in partner meetings to provide operational insights and strategic direction.

Skills

KPI management

Team supervision

Coaching & development

Data analysis

Reporting

Cross-functional collaboration

Communication skills

Time management

Leadership

Google Workspace

Education

Post-secondary education in Business or Commerce

Tools

Google Suite

Excel

CRM software

Job description

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