Operations Manager/Supervisor

RSD Human Resource Management Consultancy; Pasig; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

RSD Human Resource Management Consultancy in Pasig seeks a seasoned Operations Manager to lead the TSR team, ensuring SLAs and KPIs are met while driving quality and efficiency. You will oversee Team Leaders, coach staff, and coordinate with HR, IT, and QA to sustain a high-performance culture.

The role requires 3+ years in BPO or technical support operations, with at least 2 years in management and strong data-driven decision making. On-site, full-time position in Pasig.

Qualifications

• Bachelor's degree in a related field is required.
• Minimum 3 years in BPO/Contact Center/Technical Support Operations.
• At least 2 years in a managerial role handling technical support or customer service operations.
• Experience managing Team Leaders and large TSR teams.

Responsibilities

• Lead day-to-day TSR operations to meet SLAs, KPIs, and client expectations.
• Monitor performance and implement strategies to boost productivity and customer satisfaction.
• Analyze reports to identify trends, risks, and improvement opportunities.
• Ensure compliance with policies and quality standards.
• Manage Team Leaders and TSR staff to achieve departmental goals.
• Conduct performance reviews, coaching, and development discussions.
• Collaborate with HR, IT, Finance, Training and Quality teams to improve processes.
• Forecast staffing requirements and plan manpower accordingly.
• Drive continuous improvement to enhance customer experience and support.
• Prepare and present operational updates to senior management.

Skills

Leadership

Communication

Analytical thinking

Performance management

Workforce planning

Operational reporting

Customer service orientation

Problem solving

Fast-paced environment

Education

Bachelor's Degree in Business Administration, Information Technology, Engineering, Management, or related field

Tools

Excel

PowerPoint

Job description

RSD Human Resource Management Consultancy

On-site - Pasig 3-5 Yrs Exp Bachelor Full-time

Job Description

Employee Recognition and Rewards

Government Mandated Benefits

Professional Development

Job Training

Key Responsibilities

Operations Management

• Lead and manage the day-to-day operations of the TSR team to ensure achievement of service level agreements (SLAs), key performance indicators (KPIs), and client expectations.
• Monitor operational performance and implement strategies to improve productivity, quality, customer satisfaction, and efficiency.
• Analyze operational reports and performance metrics to identify trends, risks, and improvement opportunities.
• Ensure compliance with company policies, procedures, and quality standards.

Team Leadership and Development

• Manage Team Leaders and TSR staff to achieve departmental goals and objectives.
• Conduct regular performance reviews, coaching sessions, and developmental discussions.
• Identify training needs and collaborate with Training and Quality teams to enhance employee competencies.
• Foster a positive, accountable, and high-performance work culture.

Workforce and Resource Management

• Coordinate with Human Resource Department to ensure adequate staffing levels and schedule adherence.
• Forecast operational requirements and recommend manpower planning initiatives.
• Manage attendance, productivity, and employee engagement activities.

Quality and Customer Experience

• Drive continuous improvement initiatives to enhance customer experience and technical support effectiveness.
• Ensure adherence to quality standards and customer service best practices.
• Handle escalated customer concerns and operational issues as needed.

Reporting and Stakeholder Management

• Prepare and present operational reports, business reviews, and performance updates to senior management.
• Collaborate with cross-functional departments including HR, IT, Finance, Training, and Quality Assurance.
• Recommend process improvements and operational efficiencies to support business growth.

Qualifications

Education

• Bachelor's Degree in Business Administration, Information Technology, Engineering, Management, or related field.

Experience

• Minimum of 3 years of experience in BPO, Contact Center, or Technical Support Operations.
• At least 2 years of experience in a managerial role handling technical support or customer service operations.
• Experience managing Team Leaders and large TSR teams.
• Experience in an in-house account environment is an advantage.

Skills and Competencies

• Strong leadership and people management skills.
• Excellent communication and stakeholder management abilities.
• Strong analytical and problem-solving skills.
• Proficiency in performance management, workforce planning, and operational reporting.
• Advanced knowledge of Microsoft Office applications, particularly Excel and PowerPoint.
• Ability to work in a fast-paced and results-oriented environment.

Strong customer service and technical support orientation

Technical Skills

HR Manager RSD Human Resource Management Consultancy

RDS Human Resource Management Consultancy