Onsite Operations Lead — Customer Focus & Performance

Qualfon Philippines; Carrollton (TX); On-site; USD 95,000 - 125,000; Full time

Job summary

QUALFON is seeking an Operations Manager to ensure a customer-centric contact center. You will manage operations to meet client metrics, focusing on client satisfaction and performance in areas such as quality, adherence, and throughput.

Responsibilities include staffing optimization, forecasting revenue and expenses, and driving productivity. The role requires leadership in forecasting, training, and managing both direct and indirect costs, with a strong emphasis on improving financial and

Qualifications

• Minimum 5 years of experience in Back Office Operations and Production.
• 2–4 years in a managerial capacity.
• Advanced Microsoft Excel skills.
• Proficiency in Microsoft Office applications.

Responsibilities

• Active Communication with Vendor Management Offices in the US, including organizing calls, emails, chats, escalations, and regular performance updates.
• Analysis and Action Planning: analyze results, identify gaps, and implement improvement plans.
• Talent Development: identify and develop personnel, provide coaching, and design training plans.
• Personnel Management: forecast training needs, drive motivation, and lead management initiatives.

Skills

Advanced Excel

Microsoft Office

Back Office Operations

Management Experience

Education

Six Sigma Green Belt (certification)

Tools

Microsoft Office Suite

Job description

QUALFON is seeking an Operations Manager to ensure a customer-centric contact center. You will manage operations to meet client metrics, focusing on client satisfaction and performance in areas such as quality, adherence, and throughput.

Responsibilities include staffing optimization, forecasting revenue and expenses, and driving productivity. The role requires leadership in forecasting, training, and managing both direct and indirect costs, with a strong emphasis on improving financial and