Operations Manager (Retail Account) | TP Clark Pampanga

Teleperformance; Mabalacat; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

Teleperformance in Clark, Pampanga invites an experienced Operations Manager to lead and optimise our contact centre operations on-site at the Clark Freeport Zone. You will oversee staffing, scheduling, KPI monitoring, coaching, and process improvements to ensure service levels, efficiency, and customer satisfaction.

The role requires strong leadership, data analysis, and cross-department collaboration to drive performance.

Qualifications

• Proven track record of managing large teams and meeting targets.
• Strong knowledge of contact centre operations, including WFM, QA and CS best practices.
• Excellent analytical skills to interpret data and spot trends.
• Outstanding communication and interpersonal skills.
• Proficiency in contact centre management systems.
• Ability to lead by example and drive continuous improvement.
• Resilience in a fast-paced environment.

Responsibilities

• Oversee daily contact centre operations, including staffing, scheduling and resource allocation to meet service level agreements and business objectives.
• Monitor and analyse KPIs such as call handling time, FCR, CSAT and adherence to targets.
• Lead, motivate and develop a team of agents and supervisors with coaching and performance management.
• Identify process improvements and implement efficiencies to boost productivity and reduce costs.
• Ensure compliance, quality standards and company policies across operations.
• Manage escalations and complex customer issues, collaborating with other departments for resolution.
• Prepare accurate operational reports and present findings to senior management.
• Collaborate with departments to align strategies with broader business goals.
• Foster a positive team culture that promotes engagement, retention and development.

Skills

Team leadership

Contact centre operations

Workforce management

Quality assurance

Data analysis

Communication skills

Stakeholder engagement

Problem-solving

Adaptability

Job description

About us

Teleperformance is a global leader in digital customer experience and business process optimisation. We deliver next-generation customer experience solutions to the world's most innovative companies across multiple sectors. With a presence in over 80 countries, we are committed to creating an inclusive workplace where talent thrives and excellence is achieved through collaboration and innovation.

About the role

We are seeking an Operations Manager to join our team at Teleperformance in Clark , Pampanga. This is a full-time position that offers a strategic opportunity to lead and optimise our contact centre operations. As Operations Manager, you will play a crucial role in ensuring our service delivery meets the highest standards whilst maintaining operational efficiency, team performance and customer satisfaction. This role requires your presence on-site at our Clark Freeport Zone facility.

Key responsibilities

• Oversee daily contact centre operations, including staffing, scheduling and resource allocation to meet service level agreements and business objectives
• Monitor and analyse key performance indicators (KPIs) such as call handling time, first call resolution, customer satisfaction and adherence to ensure targets are consistently met
• Lead, motivate and develop a team of agents and supervisors, providing coaching, training and performance management support
• Identify process improvements and implement operational efficiencies to enhance productivity and reduce costs
• Ensure adherence to compliance requirements, quality standards and company policies across all operations
• Manage escalations and complex customer issues, working collaboratively with other departments to achieve resolution
• Prepare accurate operational reports and present findings and recommendations to senior management
• Collaborate with other departments to align operational strategies with broader business goals
• Foster a positive team culture that promotes engagement, retention and professional development

What we're looking for

• Proven track record of successfully managing large teams and achieving performance targets
• Strong understanding of contact centre operations, including workforce management, quality assurance and customer service best practices
• Excellent analytical skills with the ability to interpret data, identify trends and make data-driven decisions
• Outstanding communication and interpersonal skills, with the ability to engage stakeholders at all levels
• Proficiency in contact centre management systems
• Demonstrated ability to lead by example, inspiring teams and driving a culture of continuous improvement
• Strong problem-solving capabilities and resilience in a fast-paced environment
• Flexibility and adaptability to changing business priorities and customer needs