Ops Manager — Customer Service & Team Performance

ResultsCX; Cebu City; On-site; PHP 1,000,000 - 1,800,000; Full time

Benefits offered by this job

Employee performance incentives

Healthcare benefits

Frequent employee events

Growth opportunities

Job summary

ResultsCX is seeking an Operations Manager in Lapu-lapu, PH to lead customer service teams and act as the single point of contact for client programs. You will oversee performance, coaching, and escalation, ensuring quality service delivery and achievement of targets.

You will manage supervisors and call center staff, drive continuous improvement, and coordinate with clients to resolve issues while maintaining strong relationships and operational efficiency.

Qualifications

• Provide superior customer service to internal and external clients.
• Exceptional written and verbal communication skills.
• Create and effectively present information to internal and external teams.
• Develop and maintain key professional customer relationships.
• Define, collect data, establish facts, and solve problems.

Responsibilities

• Review and analyze program performance to determine program needs.
• Approve personnel activities concerning hiring, training, development, and performance management.
• Provide written performance appraisals.
• Act when necessary as a problem-solving escalation point for Supervisors and front-line staff.
• Meet forecasted or budgeted financial targets including occupancy and bill-to-pay percentage.
• Identify and oversee program/problem resolution.
• Maximize potential of subordinates through coaching and development and effective performance management methods.
• Track client issues and maintain client correspondence and issue resolution.
• Support Company goals by implementing processes that promote continuous improvement and reduce operating expenses.

Skills

Customer service

Communication

Presentation

Relationship management

Data analysis

Job description

ResultsCX is seeking an Operations Manager in Lapu-lapu, PH to lead customer service teams and act as the single point of contact for client programs. You will oversee performance, coaching, and escalation, ensuring quality service delivery and achievement of targets.

You will manage supervisors and call center staff, drive continuous improvement, and coordinate with clients to resolve issues while maintaining strong relationships and operational efficiency.