Senior Operations Manager - Telco & CSAT (Client-Facing)

VXI Global Holdings B.V. (Philippines); Pampanga; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

VXI Global Holdings B.V. (Philippines) is seeking an Operations Manager to direct day-to-day contact center operations in Pampanga. You will supervise Sr./Team Leads and multiple teams, ensuring quality, efficiency, and client satisfaction across programs.

You will set goals, drive continuous improvement, and coordinate with Directors on strategic initiatives. The role requires a strong background in telco and BPO operations, CSAT-focused performance, and solid client-facing skills.

Qualifications

• Must have Telco experience.
• Must have strong background and achievement in Customer Service (BPO).
• Must have strong CSAT-driven background.
• Must have strong client-facing skills.
• Must have strong integrity, drive for results and performance.
• Must have atleast 2-3 years experience in related field as an Operations Manager.

Responsibilities

• Manage day-to-day operations and execution of programs, supervising Sr./Team Leads and multiple direct reports.
• Analyze call center operations by reviewing reports and data to ensure quality, efficiency, and productivity targets are met.
• Prepare and deliver performance reports to clients and leadership based on multiple data sources.
• Set operational goals and translate them into actionable items across management levels.
• Assist in developing long-term sales and quality strategies with the Program Director.
• Monitor processes and coach managers using established coaching and observation forms.
• Enforce discipline and implement corrective actions to address performance gaps.
• Communicate program activities to the operations team and leadership, including changes, tactics, and HR updates.
• Engage with clients and conduct regular communications on performance and requirements.
• Conduct performance reviews, identify root causes and propose improvement actions.
• Oversee Workforce Management, staffing, scheduling, and overtime as needed.
• Ensure alignment with Business Leader expectations and manage outliers and trend analysis.
• Forecast and track sales trends and site performance through available reports.
• Own hiring decisions for key roles when required.
• Support cross-department collaboration and process improvement initiatives.
• Manage headcount and attrition in coordination with client requirements.
• Continuously review operations for optimization and development of staff.

Skills

Telco experience

Customer Service (BPO)

CSAT focus

Client-facing

Integrity / drive for results

Ops Manager experience (2-3 years)

Job description

VXI Global Holdings B.V. (Philippines) is seeking an Operations Manager to direct day-to-day contact center operations in Pampanga. You will supervise Sr./Team Leads and multiple teams, ensuring quality, efficiency, and client satisfaction across programs.

You will set goals, drive continuous improvement, and coordinate with Directors on strategic initiatives. The role requires a strong background in telco and BPO operations, CSAT-focused performance, and solid client-facing skills.