About The Role

Alorica is seeking a talented and experienced Senior Operations Manager to oversee the smooth and efficient running of our contact centre operations. As a key member of the management team, you will be responsible for driving operational excellence, ensuring exceptional customer service, and leading a team of dedicated professionals. This is a full-time, on-site role based in Cebu Central Visayas.

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

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

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