Onsite Operations Lead - Customer Center Excellence

Qualfon Philippines; Irving (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Qualfon Philippines invites an Operations Manager to drive customer-centric operations within our U.S. client accounts from our Irving, TX center. You will manage staffing, adherence, quality metrics, and service levels while focusing on client satisfaction and cost efficiency.

You will lead analysis of throughput and productivity, forecast revenue and expenses, and develop training and leadership programs to strengthen the team and meet EBIT goals.

Qualifications

• Minimum 5 years in Back Office Operations and Production with 2–4 years in a managerial role.
• Advanced Microsoft Excel skills and data analysis capability.
• Proficiency with Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
• Familiarity with report generation and performance analytics (preferred).

Responsibilities

• Active communication with US Vendor Management Offices, organizing calls and managing escalations.
• Analyze operational results, identify opportunities, and implement improvement plans.
• Develop training plans, coach leaders, and nurture talent to meet FTE targets.
• Forecast training needs and lead initiatives to boost productivity and morale.

Skills

Leadership

Communication

Forecasting

Data analysis

Tools

Microsoft Excel

Microsoft Office

PowerPoint

Outlook

Job description

Qualfon Philippines invites an Operations Manager to drive customer-centric operations within our U.S. client accounts from our Irving, TX center. You will manage staffing, adherence, quality metrics, and service levels while focusing on client satisfaction and cost efficiency.

You will lead analysis of throughput and productivity, forecast revenue and expenses, and develop training and leadership programs to strengthen the team and meet EBIT goals.