Sr Operations Manager

Alorica; Philippines; On-site; PHP 900,000 - 1,800,000; Full time

Job summary

Alorica in the Philippines is seeking a senior operations leader to oversee the day‑to‑day contact centre, focusing on workforce planning, resource allocation and performance management. You will drive strategies that improve efficiency, productivity and customer satisfaction, while coaching a team of team leaders, supervisors and agents.

Collaboration with Quality Assurance and Training is essential to ensure consistent service delivery.

Qualifications

• Minimum 5 years of experience in senior operations or contact centre management.
• Proven track record of leading and developing high-performing teams.
• Experience in fast-paced, customer-centric environments.
• Excellent problem-solving, decision-making, and conflict resolution skills.
• Strong understanding of contact centre operations, including workforce management, quality assurance, and performance management.
• Familiarity with industry regulations and best practices.
• Excellent communication and interpersonal skills.

Responsibilities

• Oversee 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

Skills

Team leadership

Coaching & training

Analytical thinking

Communication skills

Cross-functional collaboration

Problem solving

Data analysis

Tools

Data analysis tools

Job description

• 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
• 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