Operations Manager (Telco Account)

Confidential; Quezon City; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Confidential in the Philippines is seeking an Assistant Manager to oversee call center operations and drive profitability by meeting client KPIs and targets. The role emphasizes staffing optimization, adherence to service metrics, and leadership through coaching and performance management.

The ideal candidate has 2–3 years of experience in call center environments, proficiency in MS Office, and familiarity with CMS/IEX or similar systems.

Qualifications

• Bachelor's degree required.
• 2 to 3 years of experience in Call Center Operations, Customer Service, BPO, or Telecommunications in an Assistant Managerial or Managerial capacity.
• Proficiency in call center operations, MS Office applications, and call center-specific software/systems (CMS/IEX).
• Prior knowledge of client-specifics preferred.

Responsibilities

• Drive program profitability by meeting client KPIs and targets.
• Manage operations, including queue monitoring and adherence to service metrics.
• Ensure optimal staffing levels by maintaining company-set ratios, coordinating with Workforce Management, and managing labor requirements (e.g., overtime) based on call volume forecasts.
• Uphold company and client policies and procedures, ensuring team adherence to attendance, scheduling, and workplace decorum.
• Lead performance management through coaching, conducting appraisals and feedback meetings, implementing disciplinary action for non-performers, and recognizing/rewarding top performers.
• Design and implement incentive schemes to drive floor performance.
• Ensure timely and effective communication of all company and client updates to program team members.

Skills

Call center operations

MS Office proficiency

Education

Bachelor's Degree

Tools

CMS/IEX

Job description

• Drive program profitability by meeting client KPIs and targets.
• Manage operations, including queue monitoring and adherence to service metrics.
• Ensure optimal staffing levels by maintaining company-set ratios, coordinating with Workforce Management, and managing labor requirements (e.g., overtime) based on call volume forecasts.
• Uphold company and client policies and procedures, ensuring team adherence to attendance, scheduling, and workplace decorum.
• Lead performance management through coaching, conducting appraisals and feedback meetings, implementing disciplinary action for non-performers, and recognizing/rewarding top performers.
• Design and implement incentive schemes to drive floor performance.
• Ensure timely and effective communication of all company and client updates to program team members.

Required Skills and Qualities:

• Bachelor's Degree
• 2 to 3 years of experience in Call Center Operations, Customer Service, BPO, or Telecommunications in an Assistant Managerial or Managerial capacity.
• Proficiency in call center operations, MS Office applications, and call center-specific software/systems (e.g., CMS/IEX).
• Prior knowledge of client-specifics preferred.