Operations Sr. Manager (Telco)

Hammerjack Pty Ltd; Philippines; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines seeks an Operations Manager to oversee profitability and management of large, multi-LOB call center operations. You will translate client requirements into action plans, drive KPI performance, and coordinate with support teams.

The role requires 3–5 years in call center operations at a managerial level, a Bachelor’s degree, and completion of PEP, HR for Non-HR, and Six Sigma Yellow Belt. AGM P&L responsibilities may arise as needed.

Qualifications

• Bachelor's degree and 3–5 years of experience in Call Center Operations in a managerial role.
• Completion of PEP courses, HR for Non-HR, Basic WFM Orientation, LEAD, Six Sigma Yellow Belt, Financial Acumen.
• Experience in managing profitability and KPI achievement across large and multi-LOB programs.

Responsibilities

• Ensure profitability and management of large/multiple LOBs/clients/programs and attainment of client KPIs.
• Provide strategic direction and guidance; act as primary client interface and maintain cordial relationships.
• Drive adherence to policies; recognize top performers and coordinate incentive programs.
• Conduct performance planning, appraisal and documentation; coordinate with internal support functions.
• May assume AGM role with P&L responsibility; guide growth, process improvements and efficiencies.

Skills

Managerial experience

Financial acumen

Six Sigma Yellow Belt

Leadership

WFM basics

PEP courses

HR for Non-HR

Education

Bachelor's degree in any course

Job description

Responsible for the profitability and management of call center operations activities of a very large, multiple and/or complex LOB's / client/s / account/s / program/s that contribute to the acquisition, satisfaction and retention of client contracts/agreements. Provides strategic direction and guidance to the managed account/s. Acts as the primary interface of clients and maintains cordial and effective working relationships with them. Ensures the achievement of KPI's and metrics through proactive management of the operations teams and active coordination with various support teams. Ensures that all client/s / account/s / program/s processes and procedures are adhered to and that individual/team/program metrics are consistently improving.

• Accomplishes all of the roles and responsibilities of an Operations Manager, such as but not limited to: ensures profitability of a very large or multiple LOB's / Client/s / Program/s / Account/s by ensuring the attainment of client-specific KPI's and targets; Maintains, company-set ratios on staffing to ensure smooth operations of the program/s
• Upholds company policies as it relates to the program/s and drives for adherence to such policies; Ensures recognition and reward for top performing team members through incentive pay-outs and non-monetary rewards
• Conducts performance planning / appraisal / feedback activities as well as proper documentation of such; Coordinates with internal support functions as needed.
• May assume an AGM role in the absence of a Director of Operations, in which there is full P&L responsibility for all LOB's / client/s / program/is managed and supported.
• May provide strategic direction and guidance to all Program/s / Account/s / Client/s managed and supported, in terms of growth, process improvements and efficiencies, enhanced profitability or possible new business opportunities, ensuring alignment to the overall business strategy of the organization.
• Maintains cordial and effective working relations with external clients and serves as the primary interface of clients.
• Translates client requirements into action plans for the LOB's/account/s / program/s.
• Establishes open and honest communication regarding all aspects of the LOB's/account/s/program/s performance.
• Anticipates the needs of the clients proactively and acts on such requirements before they arise.
• Participates in the budgeting process and adheres to the established budget for the LOB's / account/s / program/s.
• Manages costs and expenditures efficiently and wisely within budgeted guidelines.
• Actively monitors expenses incurred.
• Maintains a high level of morale and productivity within the LOB's/account/s / program/s.
• Ensures that each team member is leading by example in step with the company's vision, mission, values and competencies.
• Provides direction, mentoring, coaching, and counseling to direct reports and to the rest of the team as necessary and appropriate.

Required skills + qualities:

• Bachelor's Degree in any course
• Completion of all PEP courses, HR for Non-HR, Basic WFM Orientation, LEAD, OnTrac Six Sigma Yellow Belt, Financial Acumen
• Three (3) to five (5) years Call Center Operations, Customer Service, Business Process Outsourcing, or Telecommunications experience in a Managerial capacity.