Senior Operations Manager - Bacolod, Philippines

Transcom Worldwide (Philippines), Inc.; Murcia; On-site; PHP 1,000,000 - 1,800,000; Full time

Benefits offered by this job

Day 1 HMO

Meal & Transportation Allowance

Rice Subsidy

Clothing Allowance

24/7 Teleconsult

Free Psychologist Consultation

In-house & Online Pharmacy

Scholarship Program

Retirement Fund

Free Meal & Medicine (Tap Card Rewards

Loyalty Incentives

Accidental & Life Insurance

Free Shuttle Service

Job summary

Transcom is seeking a Senior Operations Manager for its Bacolod site. The role focuses on profit growth, service delivery, and strong client interaction, with leadership responsibilities across teams and operations.

You will manage budgets, performance metrics, andEmployee engagement to optimize outcomes. The ideal candidate has experience leading customer service operations in a BPO setting, with a data-driven approach, RCA proficiency, and strong communication skills.

Qualifications

• University degree or equivalent higher qualification.
• Proven ability to lead an operations team in a BPO or similar environment.
• Strong data analysis skills and the ability to derive insights from trends.

Responsibilities

• Drive profit and growth for the business area through performance management, service delivery and client interaction.
• Define recruitment needs for Team Leaders and support development and training plans.
• Set and monitor quality and quantity targets for allocated Clients/projects and promote teamwork.
• Ensure high employee satisfaction and low attrition within the production unit; manage performance.

Skills

Time management

Communication

Leadership

Data analysis

Root cause analysis (RCA)

People management

Education

University degree or equivalent higher qualification

Job description

Transcom is looking for talented individuals like you to join our awesome team! Be the next Sr. Operations Manager for our Transcom Bacolod site.

Join our Transcom Family as a Senior Operations Manager!

The Sr. Operations Manager is responsible for the profit and growth of his/her business area through employee performance management, service delivery and client interaction. The position requires effective leadership and business execution for the following key focus areas. Additional responsibilities may be added as the needs of the business change and expand:

Profit and Growth

• Deliver accurate data to produce the forecast

• Develop realistic budgets

• Ensure consistent financial follow-up

People

• Define needs for Team Leader recruitment in conjunction with HR.

• Be in charge of Team Leader development and support, and define Team Leader training needs.

• Set and follow up on quality and quantity targets for the allocated Clients/projects.

• Promote teamwork.

• Ensure that employee satisfaction is high and attrition is low within the allocate production unit.

• Develop and maintain effective performance management.

• Lead by example.

Business

• Have a deep understanding of the price structure and the profitability goals of TWW.

• Ensure that price structures are communicated and understood by every member of his/her business unit.

• Proactively respond to variances in targets and service levels.

• Prepare and/or support preparation for commercial negotiations.

• Ensure that profitability is calculated accurately prior to agreement and all costs (including capital investments) are accounted for.

• Plan and implement expansions to current business.

• Plan for and implement new businesses.

• Drive negotiations toward agreement ensuring TWW risks and profit objectives are covered at all times.
  

What we are looking for:

To be successful in this role you must have…

Educational Background:

• University degree or equivalent higher qualification

Work Experience:

• Has led an operations team specific to Customer Service (Telco and Sales) in a BPO setting.

• Has a keen eye for detail and is able to understand trends from data; can provide insight and is well versed in RCA

• Has worked in a performance driven environment

• Is proficient in dealing with clients, reading the room and understanding what the clients needs are

• Should be familiar or have exposure to managing teams

Skills Requirements:

• Can manage his/her time effectively and be focused on setting clear objectives and priorities.

• Excellent communication skills

What's in it for YOU!

Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are providing these employee benefits, which you'll be able to utilize once you join our team!

• Day 1 HMO

• Meal & Transportation Allowance

• Rice Subsidy

• Clothing Allowance

• 24/7 Teleconsult

• Free Psychologist Consultation

• In-house & Online Pharmacy

• Scholarship Program

• Retirement Fund

• Free Meal & Medicine (through Transcom’s Tap Card Rewards)

• Loyalty Incentives

• Accidental & Life Insurance

• Free Shuttle Service

What Life at Transcom is like!

At Transcom, we’re relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.

We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.