Operations Manager: KPI‑Driven Team Leader

IntouchCX; Metro Manila; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

IntouchCX is seeking an Operations Manager to direct and manage all operational activities for designated programs. You will oversee KPI performance, service levels, and coach and recruit Team Leaders to ensure high-quality delivery.

The role requires post-secondary education, 5+ years in contact centers, and at least 3 years in operations management, with strong leadership, collaboration and communication skills to drive client satisfaction and business results.

Qualifications

• Completion of post-secondary education; business/commerce background preferred.
• Minimum 5 years 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.
• Ability to work across cross-functional teams.
• Strong time management and organizational skills.
• Excellent communication skills (listening, verbal and written).
• Leadership, critical thinking and problem solving abilities.
• Ability to use spreadsheets to maintain and develop reporting.
• Typing 30 WPM with accuracy.
• Ability to work independently and in a team in a fast-paced environment.
• Strong knowledge of Google Suite preferred.

Responsibilities

• Plan, staff and direct the operational functions.
• Manage and supervise teams.
• Train, develop and engage employees to grow and retain talent.
• Manage performance to meet KPI targets and SLAs.
• Analyze reports to measure production and identify root causes.
• Develop reporting to track operational statistics and results.
• Develop solutions to improve business performance and partner success.
• Use analytics to develop solutions for ad hoc issues.
• Motivate teams through coaching and relationship building.
• Develop and deploy incentive programs.
• Coordinate staffing schedules with Operations Support/Workforce Management.
• Collaborate with HR, IT and other departments to resolve issues.
• Contribute operational insight in partner meetings.

Skills

People leadership

KPIs & performance management

Staff scheduling & staffing planning

Coaching & development

Cross-functional collaboration

Communication (verbal & written)

Analytical thinking / data analysis

Time management

Google Suite proficiency

Typing speed 30 WPM

Education

Post-secondary education (Business/Commerce)

Tools

Google Suite (Sheets, Slides, Docs, Drive)

Job description

IntouchCX is seeking an Operations Manager to direct and manage all operational activities for designated programs. You will oversee KPI performance, service levels, and coach and recruit Team Leaders to ensure high-quality delivery.

The role requires post-secondary education, 5+ years in contact centers, and at least 3 years in operations management, with strong leadership, collaboration and communication skills to drive client satisfaction and business results.