Operations Manager — Lead Call Center Performance

Hammerjack Pty Ltd; Philippines; On-site; PHP 893,000 - 1,786,000; Full time

Job summary

Hammerjack Pty Ltd is seeking an Operations Manager in the Philippines to supervise day-to-day non-exempt workgroups, assign tasks, monitor attendance, and contribute to performance appraisals in line with policies. You will guide team leaders, drive service levels, and maintain strong client relationships.

The role emphasizes staff development, performance management, data-driven improvement, and flexible scheduling to meet client and organizational goals.

Qualifications

• Up to date management skills and understanding of employee motivation.
• Understanding of key performance indicators including the working knowledge to drive appropriate behavior.

Responsibilities

• Manage the performance of the team leaders and their representatives in providing quality services to meet performances and quality needs of clients while supporting the goals of the organization and remaining consistent with corporate policies, procedures and philosophies
• Ensure optimum productivity and service level goals are maintained at all times
• Maintain an excellent working relationship with clients while continuously strive to improve the level of overall service provided.
• Develop all team leads to ensure top performance
• Day to day management of account and related issues
• Monitor, measure, report & analyze data to improve call centre performance
• Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques
• Responsible for staffing and hiring
• Provide Subject Matter Expertise
• Hold team meetings on a regular basis with direct reports
• Communicate all process and client changes to direct reports within specific timeliness

Skills

Communication skills

Customer service

Leadership

Time management

Education

Bachelor's degree (any field)

Job description

Hammerjack Pty Ltd is seeking an Operations Manager in the Philippines to supervise day-to-day non-exempt workgroups, assign tasks, monitor attendance, and contribute to performance appraisals in line with policies. You will guide team leaders, drive service levels, and maintain strong client relationships.

The role emphasizes staff development, performance management, data-driven improvement, and flexible scheduling to meet client and organizational goals.