Senior Operations Manager

IntouchCX; Manila; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

IntouchCX is seeking a Senior Operations Manager to drive performance and operational excellence for our partners in the Manila, Philippines area. The role demands leadership with a strong drive to deliver exceptional results and a fearless attitude to contribute to our culture.

The incumbent will plan and direct operational functions, monitor performance, train staff, and develop incentives to achieve ambitious targets.

Qualifications

• 5 to 7 years of management experience in the call center industry.
• Post-secondary diploma or degree with a major in Business.
• Client relationship management experience.
• Experience with managing budgets and understanding statistics.
• Experience maintaining and developing operational statistics, financial management information and results reporting.
• Excellent communication skills, both verbal and written.
• Above average organizational and time management skills.
• Ability to work under tight deadlines.
• Ability to implement change and innovation.
• Ability to communicate with various positions and departments.

Responsibilities

• Ensure proper planning, staffing, and direction of operational functions.
• Review team performance daily to ensure optimal production is reached.
• Ensure proficient training and staff development is achieved across all teams.
• Develop and execute motivational incentives on the floor.
• Be responsible for ramp-up drives and goals.
• Analyze reports and program data, highlighting KPIs.
• Create action plans for continuous improvement.
• Ensure SLAs are met with optimum quality & service.
• Authorize and coordinate staffing schedule changes.
• Participate in partner calls and meetings.

Skills

Leadership

Communication

Time management

Organizational skills

Budget management

Client relationships

Education

Business degree

Job description

About the Job

Are you looking for an exciting new challenge? IntouchCX is looking for you!

As one of the world’s leading outsourcing companies, IntouchCX is seeking our next generation of leaders. By fostering a bold and competitive culture, we set the bar for excellence, both internally and within the BPO industry.

We’re hiring a Senior Operations Manager to drive performance and operational excellence for our partners. Our ideal candidate is a leader with a drive to deliver extraordinary results. This role requires a fearless attitude and a passion to contribute to our culture.

As Senior Operations Manager, You Will…

• Ensure proper planning, staffing, and direction of operational functions
• Review team performance daily to ensure optimal production is reached
• Ensure proficient training and staff development is achieved across all teams
• Develop and execute motivational incentives on the floor
• Be responsible for ramp-up drives and goals
• Analyze reports and program data, highlighting Key Performance Indicators (KPIs)
• Create action plans for continuous improvement
• Ensure Service Level Agreements are met with optimum quality & service
• Authorize and coordinate staffing schedule changes
• Participate in partner calls and meetings

As Senior Operations Manager, You Have…

• 5 to 7 years of management experience in the call center industry
• A post-secondary diploma or degree with a major in Business
• Client relationship management experience
• Experience with managing budgets and understanding statistics
• Experience maintaining and developing operational statistics, financial management information and results reporting
• Excellent communication skills, both verbal and written
• Above average organizational and time management skills
• Ability to work under tight deadlines
• Ability to implement change and innovation
• Ability to communicate with various positions and departments

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels. Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to @intouchcx.com for review and validation.

Senior Operations ManagerReq #4561Manila, Metro Manila, PhilippinesApplyShareJob DescriptionPosted Tuesday, September 29, 2026 at 6:00 p.m.

Job DetailsPay TypeSalaryEducation LevelBachelor's Degree