Operations Manager: KPI-Driven Team Leader

IntouchCX; Cebu City; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

IntouchCX is seeking an Operations Manager to direct and manage all operational activities for key programs on our Cebu campus. You will oversee staffing, training and performance against KPIs and service levels, coaching frontline leaders and ensuring strong client satisfaction.

The role requires a post-secondary education in business or commerce, at least five years in contact centers, and proven leadership across cross-functional teams.

Qualifications

• Post-secondary education completed, business or commerce preferred.
• Minimum 5 years in the contact center industry.
• At least 3 years in an Operations Management role.
• Experience in client relationship management and coaching.
• Strong communication and leadership abilities.

Responsibilities

• Plan, staff, and direct operational functions.
• Manage and supervise teams.
• Provide training, professional development and engagement to retain employees.
• Manage operational performance to meet KPI targets and SLAs through quality and service.
• Analyze reports 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 to quickly develop solutions for ad hoc issues.
• Motivate teams through relationship building and real-time coaching.
• Collaborate with HR, IT and other departments to resolve issues.

Skills

Leadership

Communication

Time management

Organizational skills

Cross-functional collaboration

Coaching and development

Education

Post-secondary education in Business or Commerce

Tools

Google Suite

Spreadsheet applications

Job description

IntouchCX is seeking an Operations Manager to direct and manage all operational activities for key programs on our Cebu campus. You will oversee staffing, training and performance against KPIs and service levels, coaching frontline leaders and ensuring strong client satisfaction.

The role requires a post-secondary education in business or commerce, at least five years in contact centers, and proven leadership across cross-functional teams.