Senior Contact Center Ops Leader - Cebu

ALORICA TELESERVICES, INC.; Cebu City; On-site; PHP 1,500,000 - 2,700,000; Full time

Job summary

Alorica is seeking a Senior Operations Manager to oversee the Cebu contact centre's day-to-day operations, driving efficiency, customer satisfaction, and service quality. You will lead team leaders, supervisors, and agents, collaborate with QA and Training, monitor KPIs, ensure compliance, and foster a positive work environment that supports development.

This role requires at least five years in senior ops or contact centre leadership, strong data analysis, and excellent communication to

Qualifications

• Minimum 5 years of experience in a senior operations or contact centre management role.
• Proven track record of leading and developing high-performing teams in a fast-paced, customer-centric environment.
• Excellent problem-solving, decision-making, and conflict resolution skills.
• Strong understanding of contact centre operations, including workforce management, quality assurance, and performance management.
• Proficient in data analysis and reporting, with the ability to use insights to drive continuous improvement.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
• Familiarity with relevant industry regulations and best practices.

Responsibilities

• Oversee the day-to-day operations of the contact centre, including workforce planning, resource allocation, and performance management.
• Develop and implement strategies to improve operational efficiency, productivity, and customer satisfaction.
• Lead and motivate a team of team leaders, supervisors, and agents, providing coaching, training, and support.
• Collaborate with other departments, such as Quality Assurance and Training, to ensure consistent service delivery.
• Monitor and analyse key performance indicators, identifying areas for improvement and implementing corrective actions.
• Ensure compliance with relevant policies, procedures, and industry regulations.
• Foster a positive and engaged work environment that promotes employee well-being and professional development.

Skills

Leadership

People management

Operations management

Data analysis

Cross-functional collaboration

Job description

Alorica is seeking a Senior Operations Manager to oversee the Cebu contact centre's day-to-day operations, driving efficiency, customer satisfaction, and service quality. You will lead team leaders, supervisors, and agents, collaborate with QA and Training, monitor KPIs, ensure compliance, and foster a positive work environment that supports development.

This role requires at least five years in senior ops or contact centre leadership, strong data analysis, and excellent communication to