Strategic Call Center Operations Leader

eClerx Philippines, Inc.; Muntinlupa; Presencial; PHP 900.000 - 1.500.000; Jornada completa

Descripción de la vacante

eClerx Philippines, Inc. is seeking an Operations Manager to oversee daily call center performance, drive service levels, and ensure customer experience targets are met across multiple teams.

You will lead Team Leaders, coordinate with Workforce Management, and report KPIs to clients, while implementing process improvements and ensuring compliance with client requirements and quality standards.

Formación

• 5–7 years of experience in the BPO/Call Center industry, preferably in an Operations Management role with collections/telco.
• Proven experience managing large-scale operations and multiple teams.
• Strong background in inbound/outbound voice or non-voice operations.
• Experience handling client escalations, business reviews, and stakeholder management.
• Proficiency in Microsoft Office, reporting tools, and performance dashboards.

Responsabilidades

• Oversee daily call center operations and ensure achievement of service delivery targets.
• Monitor and analyze KPIs: SLA, AHT, CSAT, FCR, QA, and Attendance.
• Lead and develop Team Leaders and Supervisors to improve team performance.
• Build relationships with clients through regular business reviews and strategic discussions.
• Identify gaps and implement process improvements to boost productivity and quality.
• Coordinate with Workforce Management, Recruitment, and Training for staffing and readiness.
• Ensure adherence to policies, client requirements, regulatory standards, and risk controls.
• Prepare and present performance reports and action plans to meet business objectives.

Conocimientos

Leadership

KPIs & Analytics

Stakeholder management

Staffing & capacity planning

Customer experience

Herramientas

Microsoft Office

Dashboards / Reporting tools

Descripción del empleo

eClerx Philippines, Inc. is seeking an Operations Manager to oversee daily call center performance, drive service levels, and ensure customer experience targets are met across multiple teams.

You will lead Team Leaders, coordinate with Workforce Management, and report KPIs to clients, while implementing process improvements and ensuring compliance with client requirements and quality standards.