Operations Manager

Acquire Intelligence; Taguig; Presencial; PHP 1.200.000 - 1.800.000; Jornada completa

Descripción de la vacante

Acquire Intelligence is seeking an Operations Manager to oversee multiple client accounts, ensuring contracted service levels and strong performance across each account in a fast-paced outsourcing environment.

You will lead a small team, manage P&L inputs, forecast demand with WFM, and drive revenue growth through outbound and inbound programs, while coordinating onboarding and solution design with senior leaders.

Formación

• Deliver contracted service levels across several accounts.
• Own sales targets on outbound and inbound sales programs, including conversion, revenue per agent and campaign ROI.
• Lead, coach and develop a small team of Team Leaders and agents.
• Manage recruitment, performance management and recognition in line with HR policy.

Responsabilidades

• Run day‑to‑day delivery across several client accounts concurrently, meeting contracted SLAs and KPIs on each
• Balance priorities, staffing and escalations across accounts without one account's demands degrading another
• Own account P&L inputs: utilisation, occupancy, attrition and billable hours
• Maintain process documentation, knowledge bases and quality frameworks for each account
• Own sales targets on outbound and inbound sales programs, including conversion, revenue per agent and campaign ROI
• Design and refine sales scripts, offers, objection handling and call flows with the client
• Identify upsell, cross‑sell and scope expansion opportunities within existing accounts and build the business case for each
• Support new client onboarding and solution design with the Senior Director and commercial team
• Lead, coach and develop a small team of Team Leaders and agents to consistently exceed target
• Run daily huddles, weekly performance reviews and structured one‑to‑one coaching
• Build a succession bench so the team can scale when accounts grow
• Manage recruitment, performance management and recognition in line with HR policy
• Act as the primary operational contact for each client, leading weekly and monthly business reviews
• Deliver accurate, timely performance reporting with clear commentary and actions
• Manage escalations, contract variations and change requests with the client
• Work with WFM on forecasting, scheduling and intraday management across all accounts
• Use data to diagnose performance gaps and drive corrective action plans

Conocimientos

Team leadership

P&L management

Forecasting

Scheduling

Coaching

Performance reporting

Client management

Herramientas

WFM software

Descripción del empleo

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!Operations ManagerPurpose of the roleThe role exists to deliver contracted service levels across several accounts at once while expanding each account's value to Acquire Intelligence. The successful candidate combines contact centre operational discipline with a sales leader's focus on conversion, pipeline and revenue.The Operations Manager is the primary operational contact for each client, owns account health and margin, and builds a small team that performs above target and is ready to scale when a client adds volume or new lines of business.Key responsibilitiesMulti‑account operations• Run day‑to‑day delivery across several client accounts concurrently, meeting contracted SLAs and KPIs on each• Balance priorities, staffing and escalations across accounts without one account's demands degrading another• Own account P&L inputs: utilisation, occupancy, attrition and billable hours• Maintain process documentation, knowledge bases and quality frameworks for each accountSales performance and revenue growth• Own sales targets on outbound and inbound sales programs, including conversion, revenue per agent and campaign ROI• Design and refine sales scripts, offers, objection handling and call flows with the client• Identify upsell, cross‑sell and scope expansion opportunities within existing accounts and build the business case for each• Support new client onboarding and solution design with the Senior Director and commercial teamTeam leadership and development• Lead, coach and develop a small team of Team Leaders and agents to consistently exceed target• Run daily huddles, weekly performance reviews and structured one‑to‑one coaching• Build a succession bench so the team can scale when accounts grow• Manage recruitment, performance management and recognition in line with HR policyClient management and reporting• Act as the primary operational contact for each client, leading weekly and monthly business reviews• Deliver accurate, timely performance reporting with clear commentary and actions• Manage escalations, contract variations and change requests with the clientWorkforce planning and analytics• Work with WFM on forecasting, scheduling and intraday management across all accounts• Use data to diagnose performance gaps and drive corrective action plansJoin the A-Team and experience the A-Life!