Senior Operation Manager - With BPO Collections Program Experience

ALORICA TELESERVICES, INC.; Makati; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Alorica Teleservices, Inc. in Makati City, Metro Manila, is seeking an experienced Senior Operations Manager for our Collection Account to oversee day-to-day contact centre operations and drive service excellence.

You will lead team leaders, supervisors, and agents; develop strategies to improve productivity and customer satisfaction; ensure compliance and collaborate with QA and Training. This is a full-time, on-site role in a fast-paced, customer-centric environment offering opportunities for

Qualifications

• Minimum 5 years of senior operations or contact centre management experience.
• Proven track record of leading high-performing teams in fast-paced, customer-focused environments.
• Strong problem-solving, decision-making, and conflict-resolution skills.
• Solid understanding of contact centre operations, including workforce management and QA.
• Proficient in data analysis and reporting to drive continuous improvement.

Responsibilities

• Oversee day-to-day contact centre operations, including workforce planning and resource allocation.
• Develop and implement strategies to improve efficiency, productivity, and customer satisfaction.
• Lead and coach team leaders, supervisors, and agents.
• Collaborate with QA and Training to ensure consistent service delivery.
• Monitor KPIs, identify improvements, and implement corrective actions.
• Ensure compliance with policies, procedures, and industry regulations.
• Foster a positive, engaged work environment promoting development.

Skills

Leadership

People Management

Data Analysis

Communication

Regulatory Awareness

Job description

About the role Alorica Teleservices, Inc. is seeking an experienced Senior Operations Manager for our Collection Account to join our dynamic team in Makati City, Metro Manila. This is a full-time position that plays a crucial role in driving operational excellence, ensuring exceptional customer service, and leading a team of dedicated professionals. This role is instrumental in maintaining customer satisfaction whilst optimising operational efficiency and achieving business objectives for our Collection Account division.

What you'll be doing

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

What we're looking for

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