Senior Operations Manager

Private Advertiser; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Private Advertiser is seeking a Senior Operations Manager to lead a contact center operations team for a major telecommunications account. You will guide Operations Managers, Team Leaders, and agents to hit SLAs and drive customer satisfaction, while ensuring high operational efficiency.

You will partner with WFM, QA, and Training to optimize capacity, staffing adherence, and cost efficiency, and act as the primary client liaison in business reviews.

Qualifications

• 5+ years of operations leadership experience in a BPO setting with telecom accounts.
• Strong background in Telco SLAs, revenue retention, and cross-selling/upselling metrics.
• Proven track record in data analysis, root-cause identification, and execution of strategic performance plans.
• Excellent verbal and written communication skills for executive client presentations.

Responsibilities

• Oversee daily program operations to meet/exceed SLAs including AHT, FCR, NPS, CSAT, and attrition targets.
• Serve as the primary operational link to the telecom client; present performance reviews and reports.
• Direct, mentor, and evaluate Operations Managers and Team Leaders; drive engagement and succession.
• Partner with WFM, QA, and Training to optimize floor capacity, staffing adherence, and costs.
• Manage major network outage procedures and high-level customer escalations.

Skills

Leadership

Data analysis

Communication

Project management

Job description

The Senior Operations Manager oversees daily contact center operations for a major telecommunications account. You will lead Operations Managers, Team Leaders, and agents to hit key performance metrics, drive customer satisfaction, and maintain high operational efficiency while acting as the primary point of contact for client stakeholders.

Key Responsibilities

• Oversee daily program operations to consistently meet or exceed service level agreements (SLAs) including Average Handling Time (AHT), First Call Resolution (FCR), Net Promoter Score (NPS), Customer Satisfaction (CSAT), and attrition/retention targets.

• Serve as the primary operational link to the telecommunications client. Present performance reviews, operational reports, and proactive improvement strategies in regular Business Reviews (MBR/QBR).

• Direct, mentor, and evaluate Operations Managers and Team Leaders. Drive employee engagement, leadership development, and succession planning.

• Partner with Workforce Management (WFM), Quality Assurance (QA), and Training to optimize floor capacity, shrinkage, staffing adherence, and operational costs without compromising service quality.

• Manage major network outage procedures, systemic bill-shock issues, and high-level customer escalations typical of high-volume telecommunication services.

Qualifications & Requirements

• Minimum 5+ years of operations leadership experience in a BPO setting, with at least 2–3 years as an Operations Manager or Senior OM directly managing telecommunications (inbound/outbound customer service, technical support, sales, or retention) accounts.

• Strong background in Telco-specific SLAs, revenue retention strategies, and cross-selling/upselling metrics.

• Proven track record in data analysis, root-cause identification, and execution of strategic performance plans.

• Communication: Excellent verbal and written communication skills suitable for executive client presentations.