Senior Call Center Operations & Growth Leader

Confidential; Quezon City; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

Confidential, a leading call center operator in Metro Manila, seeks an Operations Manager to drive profitability and manage multiple LOBs for major clients. You will set strategic direction and ensure client satisfaction by coordinating with operations and support teams.

Lead performance planning, budgeting, and cost control while maintaining strong client relationships. The role may assume AGM responsibilities with full P&L oversight to propel growth and efficiencies across programs.

Qualifications

• Bachelor’s degree in any course is required.
• Completion of PEP courses, HR for Non-HR, Basic WFM Orientation, LEAD, OnTrac Six Sigma Yellow Belt, and Financial Acumen is preferred.
• 3–5 years of Call Center Operations or related experience in a managerial role.

Responsibilities

• Ensure profitability of very large or multiple LOBs/clients through meeting KPI targets.
• Maintain staffing ratios and drive adherence to company policies.
• Provide direction, mentoring, coaching to direct reports and teams.
• May assume AGM role with full P&L responsibility when needed.

Skills

Leadership

People management

Strategic planning

Budgeting

Client relations

Education

Bachelor’s Degree in any course

PEP courses, HR for Non-HR, Basic WFM Orientation, LEAD, OnTrac Six Sigma Yellow Belt, Financial Acumen

Job description

Confidential, a leading call center operator in Metro Manila, seeks an Operations Manager to drive profitability and manage multiple LOBs for major clients. You will set strategic direction and ensure client satisfaction by coordinating with operations and support teams.

Lead performance planning, budgeting, and cost control while maintaining strong client relationships. The role may assume AGM responsibilities with full P&L oversight to propel growth and efficiencies across programs.