Senior Operations Manager - Drive Performance & Growth

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

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.