Ops Manager: Lead High-Impact CX & Team Performance

Acquire Intelligence Philippines Inc.; Quezon City; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Acquire Intelligence Philippines Inc. in Quezon City is seeking an Operations Manager to lead client programs, drive profitability, monitor KPIs, and coach teams to meet targets.

You will ensure attendance, scheduling, and workplace decorum while coordinating with Workforce for staffing and attrition. You will conduct performance appraisals, design incentive schemes, and provide coaching to supervisors and agents.

Qualifications

• Hands-on leader with ability to build effective working relationships.
• Strong client relations, leadership, and people-management skills.
• Plan, organize, and coordinate initiatives.
• Excellent time management and multitasking abilities.
• Analytical, problem-solver with sound decision making.

Responsibilities

• Ensure profitability of programs by attaining client KPIs and targets; monitor queues and service metrics.
• Uphold company policies and drive adherence across programs.
• Ensure attendance, schedule adherence, and workplace decorum.
• Coordinate with Workforce for staffing, leaves, and attrition.
• Conduct performance planning, appraisals, and feedback meetings.
• Provide coaching and mentoring to underperforming supervisors and staff.
• Design and implement daily/weekly/monthly incentive schemes.
• Provide objective stack ranking for performance assessment.
• Offer coaching for associates and team leads to improve performance.
• Liaise with Top Management and clients regarding program performance.
• Analyze data on top/bottom performers and translate into actionable insights.

Skills

Leadership

People management

Coaching

Analytical thinking

Time management

Project management

Communication

Decision making

Job description

Acquire Intelligence Philippines Inc. in Quezon City is seeking an Operations Manager to lead client programs, drive profitability, monitor KPIs, and coach teams to meet targets.

You will ensure attendance, scheduling, and workplace decorum while coordinating with Workforce for staffing and attrition. You will conduct performance appraisals, design incentive schemes, and provide coaching to supervisors and agents.