Director - Operations Support

We're Hiring: General Manager (Director level) – Operations Support

Work Where People Matter

• At Tech Mahindra Philippines, we're more than just a BPO — we're a Certified Great Place to Work® where your growth and well-being come first. With thriving hubs in Cebu and Manila, we're helping people like you build meaningful careers while making a real difference for customers around the world.

Why You'll Love It Here

• Growth you can see – promotions and career paths await

• Learning that sticks – trainings to sharpen your skills

• A workplace that cares – inclusive, supportive, and people-first

• Health coverage you can count on

• Rewards when you refer friends to join the team

Your Day-to-Day

• Lead the end-to-end Operations Support functions supporting the client contact center.

• Oversee Workforce Management and Real-Time Management, including forecasting, capacity planning, scheduling, adherence, shrinkage and staffing.

• Lead Business Intelligence, Reporting & Analytics, driving automation, dashboards, data architecture and actionable business insights.

• Manage Training and Continuous Improvement, including new-hire/in-life training, process improvement initiatives and capability development.

• Oversee Quality & Compliance, including SLA/TAT performance, quality monitoring, audits, regulatory compliance and process excellence.

• Manage commercials and financial governance, including budgets, pricing, financial performance, contract negotiations and MSA/legal documentation.

• Partner closely with Operations, client and internal stakeholders on performance, staffing, service delivery and improvement priorities.

• Lead monthly/quarterly business reviews and use operational data to identify risks, trends and improvement opportunities.

• Drive automation, technology interventions and transformation initiatives to improve efficiency and scale.

• Lead and develop functional leaders/teams, including performance management, coaching, succession planning and employee engagement.

• Provide senior-level decisions and approvals relating to headcount, hiring, budgets and operational requirements.

What We're Looking For

• 10–14 years of overall experience, with at least 2 years in a Senior Management role handling multiple Operations Support departments.

• Strong experience managing large-scale contact center operations, ideally environments of 2,000+ FTEs.

• Experience in a multi-channel contact center, including inbound, outbound, back-office and chat operations.

• Broad leadership exposure across:

Workforce Management / Capacity Planning

BI, Reporting & Analytics

Training & Continuous Improvement

Quality & Compliance

Commercials / Budgeting / Pricing

• Strong financial and commercial acumen, including budget management, pricing, contract negotiations and financial performance.

• Proven people leadership and development experience, including leading managers/functional heads.

• Strong analytical capability with experience translating data into business recommendations and decisions.

• Knowledge of process improvement and quality methodologies, such as Six Sigma and TQM.

• Good understanding of technology, automation and analytics within contact center operations.

• Strong client and senior stakeholder management, communication, influencing and decision-making skills.

• Bachelor's degree in any discipline; postgraduate qualification in Finance/Audit or related field preferred.

• Advantageous certifications/training include Business Analytics, Project Management, Workforce Management, Six Sigma and Scrum.

• Willing to work in Eastwood City, Libis, Quezon City.

Work Setup

• Location: Full-time Work in Office (Eastwood)

• Shift: Morning shift (Australian business hours)

About Tech Mahindra Philippines

• We're a global provider of IT and business process services, helping industries like telecommunications, healthcare, retail, banking, e-commerce, travel, and logistics. In the Philippines, we're home to thousands of talented professionals who value growth, diversity, and teamwork.