Operations Manager - High-Impact Call Center

TELUS Digital; Iloilo City; On-site; PHP 700,000 - 1,000,000; Full time

Job summary

The ideal candidate holds a Bachelor’s degree and 2–3 years in call center operations at a supervisory level, with strong English communication and leadership skills.

Qualifications

• Bachelor’s Degree in any course, preferably Business or Business Management.
• Two to three years Call Center Operations, Customer Service, Business Process Outsourcing, or Telecommunications experience in an Asst. Managerial or Managerial capacity.
• Proficient in call center operations and organization required.
• Proficiency with MS Office applications (Word, Excel, PowerPoint) and other call center-specific software (CMS/IEX, Baleen, Blue Pumpkin).

Responsibilities

• Ensures the profitability of the program by driving for attainment of Client-specified KPIs and targets.
• Monitors queue to ensure service metrics are met and coaches teams for performance.
• Upholds company policies and ensures adherence to policies across programs.
• Ensures attendance, schedule adherence, and workplace decorum meet Company standards.
• Maintains staffing ratios to ensure smooth program operations.
• Coordinates with Workforce for net staffing and scheduling based on leaves and attrition.
• Requests overtime to meet spikes in call volumes while managing forecasts.
• Drives recognition and rewards for top performers and supports succession planning.
• Conducts performance planning, appraisals, and feedback meetings for high-potential staff.
• Takes corrective actions for non-performing associates and documented infractions.
• Provides coaching to underperforming staff and Tier Captains.
• Designs and implements incentive schemes to drive floor performance.
• Ensures outcomes are cascaded via regular meetings with Team Captains.
• Disseminates information timely, considering sensitivity and confidentiality.

Skills

Client relations

Leadership & people-management

Project management

English communication

Adaptive scheduling

Active listening

Minimal supervision

Customer orientation

Time management

Multitasking

Detail-oriented

Analytical thinking

Problem-solving

Presentation skills

Education

Bachelor’s Degree in Business or Business Management

Tools

MS Office (Word, Excel, PowerPoint)

CMS/IEX

Baleen

Blue Pumpkin

Job description

The ideal candidate holds a Bachelor’s degree and 2–3 years in call center operations at a supervisory level, with strong English communication and leadership skills.