Senior Operations Leader: 7-Day Ops with Salesforce & Zendesk

eClerx LLC

Muntinlupa

On-site

PHP 1,500,000 - 2,700,000

Full time

3 days ago

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Job summary

eClerx LLC seeks a Senior Process Manager – Valpak to lead end-to-end operations across multiple support functions, ensuring SLAs, quality, productivity, staffing, and customer experience targets. The role requires strong leadership, client management, workforce governance, and hands-on Salesforce and Zendesk experience, with 7-day operating coverage.

You will oversee day-to-day operations, drive performance improvement, staffing and attendance risk management, and ensure stable coverage across

Qualifications

Bachelor’s degree in business administration, management, operations, or a related field.
8+ years of BPO/shared services/customer operations experience with significant leadership responsibility.
3–5 years in an Operations Manager, Senior Operations Manager, Senior Process Manager, or equivalent role.
Strong hands-on experience with Salesforce and Zendesk.
Experience managing customer service, case management, ticketing, back-office, or omnichannel operations.
Proven experience managing large teams and multiple workstreams/programs.
Strong background in SLA management, workforce planning, performance management, quality, and client governance.
Experience managing 24/7 or 7-day operations is highly preferred.
Strong analytical capability with dashboards, reports, and performance data.
Excellent written and verbal communication; strong stakeholder and client relationship skills.

Responsibilities

Lead end-to-end operations across Valpak programs and ensure achievement of SLA, productivity, quality, TTFC/TAT, backlog, and customer experience targets.
Serve as a primary operations point of contact for client stakeholders; provide timely updates on performance, staffing, risks, action plans, and operational concerns.
Manage teams operating within Salesforce and Zendesk environments, including case/ticket management, queue monitoring, aging, escalation management, and reporting.
Ensure appropriate staffing, schedule coverage, buffer planning, cross-training, OT/RDOT utilization, and contingency coverage across 7-day operations.
Drive attendance governance, monitor absenteeism trends, initiate corrective actions, and partner with HR and Recruitment on backfill and replacement plans.
Review agent, APM, and manager performance through scorecards, dashboards, coaching plans, and performance improvement initiatives.
Monitor open cases, aging, backlog, response times, TTFC/TAT, and throughput; implement immediate recovery actions when metrics are at risk.
Partner with Quality teams to identify defects, conduct RCA, establish corrective and preventive actions, and improve overall service quality.
Own operational escalations, conduct root cause analysis, communicate impact, and ensure closure of corrective actions within agreed timelines.
Identify opportunities for workflow simplification, automation, capacity improvement, productivity enhancement, and reduction of operational risk.
Lead daily tailgates, weekly business reviews, monthly reviews, attendance reviews, staffing updates, and executive performance reporting.
Manage Operations Managers, Assistant Process Managers, SMEs, and frontline teams; strengthen leadership capability, accountability, engagement, and succession planning.
Partner with Talent Acquisition and Training teams to support hiring, candidate assessment, onboarding, nesting, readiness, and production deployment.
Ensure BCP readiness and proactive response to weather, infrastructure, staffing, system, or site-related disruptions.