Senior Customer Care Ops Leader - Onsite (European Shift)

Intogreat Solutions; Quezon City; On-site; PHP 1,800,000 - 3,000,000; Full time

Benefits offered by this job

HMO from day 1

20 days PTO

Wellness programs

Job summary

Intogreat Solutions is seeking a Senior Operations Manager to lead large customer care operations onsite with a European shift. The role focuses on driving performance, developing leaders, and delivering strong service outcomes for luxury travel clients.

The successful candidate will build robust governance, manage Workforce Management, and implement continuous improvement initiatives across a high-visibility operation.

Qualifications

• Minimum 3 years' experience in an Operations Manager role
• Strong contact centre leadership experience
• Proven ability to lead large teams in customer service
• Demonstrated stakeholder management and relationship-building capabilities
• Solid background in Workforce Management, Quality, Real-Time Management, Team Leadership, or Performance Management
• Experience driving performance, attendance, productivity, and service improvements
• Strong coaching, leadership, and people development skills

Responsibilities

• Lead large customer support and service operations
• Drive performance across service, quality, productivity, attendance, and customer outcomes
• Develop and mentor Team Leaders and Operations Leaders
• Build strong internal and external stakeholder relationships
• Lead workforce planning, governance, and performance initiatives
• Manage escalations, service recovery, and operational risk
• Foster accountability, engagement, and continuous improvement
• Ensure attendance and people management processes are executed consistently

Skills

Operations leadership

Contact center

Team development

Stakeholder management

Workforce management

Performance improvement

People coaching

Job description

Intogreat Solutions is seeking a Senior Operations Manager to lead large customer care operations onsite with a European shift. The role focuses on driving performance, developing leaders, and delivering strong service outcomes for luxury travel clients.

The successful candidate will build robust governance, manage Workforce Management, and implement continuous improvement initiatives across a high-visibility operation.