Senior Operations Manager - With BPO Collections Account Experience

Alorica; Makati; On-site; PHP 1,200,000 - 1,900,000; Full time

Job summary

Alorica Teleservices, Inc. in Makati City, Metro Manila, is seeking an experienced Senior Operations Manager for our Collection Account to join a dynamic team in a full-time role.

This position drives operational excellence, delivers exceptional customer service, and leads a team of professionals. You will oversee contact centre operations, lead team leaders, supervisors and agents, and implement strategies to improve efficiency and customer satisfaction while ensuring compliance with policies

Qualifications

• Minimum 5 years of experience in a senior operations or contact centre management role.
• Proven track record of leading and developing high-performing teams in a fast-paced, customer-centric environment.
• Strong problem-solving and decision-making skills.
• Familiarity with contact centre operations including workforce management and QA processes.
• Ability to analyse data and translate insights into improvements.
• Excellent communication and cross-functional collaboration skills.

Responsibilities

• Oversee day-to-day operations of the contact centre, including workforce planning and performance management.
• Develop and implement strategies to improve efficiency, productivity, and customer satisfaction.
• Lead and coach team leaders, supervisors, and agents; provide training and support.

Skills

Leadership

People management

Workforce planning

Data analysis

Performance management

Customer service

Strategic thinking

Job description

Alorica Teleservices, Inc. is seeking an experienced Senior Operations Manager for our Collection Account to join our dynamic team in Makati City, Metro Manila. This is a full-time position that plays a crucial role in driving operational excellence, ensuring exceptional customer service, and leading a team of dedicated professionals. This role is instrumental in maintaining customer satisfaction whilst optimising operational efficiency and achieving business objectives for our Collection Account division.

What you'll be doing

• Oversee the day-to-day operations of the contact centre, including workforce planning, resource allocation, and performance management
• Develop and implement strategies to improve operational efficiency, productivity, and customer satisfaction
• Lead and motivate a team of team leaders, supervisors, and agents, providing coaching, training, and support
• Collaborate with other departments, such as Quality Assurance and Training, to ensure consistent service delivery
• Monitor and analyse key performance indicators, identifying areas for improvement and implementing corrective actions
• Ensure compliance with relevant policies, procedures, and industry regulations
• Foster a positive and engaged work environment that promotes employee well-being and professional development

What we're looking for

• Minimum 5 years of experience in a senior operations or contact centre management role
• Proven track record of leading and developing high-performing teams in a fast-paced, customer-centric environment
• Excellent problem-solving, decision-making, and conflict resolution skills
• Strong understanding of contact centre operations, including workforce management, quality assurance, and performance management
• Proficient in data analysis and reporting, with the ability to use insights to drive continuous improvement
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
• Familiarity with relevant industry regulations and best practices