Senior Call Center Operations Leader

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

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.